American Airlines Customer Service
Rated 1.44 of 5 Stars
Based on 406 Complaints

Contact American Airlines Corporate

Toll free phone number: 817-863-1234

American Airlines is a Fort Worth, Texas based airline and is one of the top two airlines in the world. After its merger with US Airways in 2013 it now trades on NASDAQ:AAL. The AA fleet is over 939 with over 6700 flights daily to 350 destinations in 50 countries. Third quarter earnings in 2015 were reported as over US 1.7 billion. Employees numbered over 113,000 in 2015.

If you have a problem with your American Airlines flight you are not alone. The best customer service phone number to call for help is 1-800-433-7300. If you are an AAdvantage member call 1-800-882-8880. Find helpful numbers here. If you would like to contact CEO, Doug Parker, you may address a postal correspondence to him with American Airlines, 4333 Amon Carter Blvd., MD 5675, Fort Worth, Texas 76155. The corporate phone number is 817-963-1234.

From its beginnings in 1930 as American Airways it was a consolidation of over 80 small airlines. It officially became American Airlines in 1934 and moved headquarters to Texas in 1979. The C.R. Smith Aviation Museum is operated by American Airlines as well as a Texas based flight academy. Social presence may be found on Facebook and Twitter.


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American Airlines Contact Information

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  • American Airlines headquarters address

    • AMR Corporation
    • Fort Worth
    • TX 76155
    • United States
  • Company website

  • 1-800 phone number

    817-863-1234
  • Better Business Bureau rating

    A+

  • Customer service hours

    24 hours a day

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Top American Airlines Complaints

Browse more than 406 reviews submitted so far

20

On August 22, 2019 I was traveling from Pensacola, Florida to Detroit to see my daughter and grandchildren. I arrived early for my flight and waited at the gate for them to call my group. I was literally 20 feet from the ticket counter/check-in counter when they started boarding. I was in Group 9. I continued to wait for my group to be called and kept checking the monitor. The next thing I see is the gate is closed! I walk up to the counter and ask the two ladies working the ticket counter what is going on and they said, "we called final boarding". I explained that I was standing right there, never heard last boarding call, group 9 was never posted on the monitor. The very rude lady said, "oh, well … people miss flights all the time". I could not believe it! I was literally looking at both of them waiting for my group to be called. They looked at me several times and NEVER, EVER even offered to ask if I was on that particular flight. Needless to say, I had to wait 4 hours to fly stand by, missed a whole day of seeing my daughter and grandchildren. I was absolutely amazed at the lack, or need I say, the poor lack of customer service. I use to look forward to traveling, but this was the absolute worst experience I have encountered with two agents who could have cared less. There was also another gentlemen who missed his flight as well. We were both in shock at the lack of these two agents! They could have cared less. They literally chuckled and went on about their day without a care in the world! Horrible, horrible customer service and a lack for their travelers!

20

Flight was overbooked -people had questions and a lady at counter looked and sounded annoyed , a lady asked her a question and she put her hand out and used her painting finger gesturing hold on n said it’s my daughter and she answered the phone - then im assuming told her daughter to hold on and addressed the customer- I tried to ask lady about seating and she was rude and said “ you have a ticket don’t you? I said yes - I’m just asking if it’s window seats and again she said look at your tickets what seat # you have ? I told her n she tried to explain. Seating arrangements but, rolling her eyes and moving her head I said you know what never mind thank you, it’s ok forget it , n I walked off while she was still talking and I sat down and she keeps staring at me n my bag , she told her friend she needs to finish arranging seats then they called to board and called our number to board n I had one small bag carry on suit case - lady keeps asking to check your bags in -then said if your group 7-9 you will need to get ready to check in the bags - she said if bags don’t fit in the bag check it will need to b checked in, the people in front of me had huge bags and they were not asked to measure bags - when I get up to hand over me ticked that same lady walks all the way over and in loud voice she speaks out and said “ sir” sir bring your Bag up her and see if it fits - I put the bag in the bag check and it went in but the corner of the bag bent and she said - seat number it’s going in the bottom, asked her why it fits n said no it did not - I told her it has all my memorabilia glass from Disney and said “ oh well it’s going on the bottom it didn’t fit and she grabbed the bag n took it from me and put it aside and went back to her standing spot ! We have an AA Credit card and own a business and I can promise you that I make more money then that lady does n treated her with dignity and respect until all I could do was terminate the conversation. but, every architect, GC , contractors and building business associates we deal with, when they asks about my experience- I will tell them exactly what I went through. AA flight 422 Gate 39 7:25 - if she is unhappy with her job she needs to quit and move on “ we are the customers and pay her salary” she needs to understand. If my cups and glass memorabilia I’d broke I will be filing for reimbursement! The company I did work for did the American
Express edit card building in the airport in Dallas DFW and I know exactly how the luge is handled and I expect all the glass in my bag will be broke by the time I land in Dallas

20

My family and I was on one of the American Airlines flights returning to Milwaukee, Wisconsin from Forth Worth, Texas on 7/14/19. My Mom and Auntie are elderly individuals age, 84+years old and has major disabilities, which requires a walker/wheelchair. I have never had a bad experience on a flight such as the one I had on your American airlines. First off, we were seated in the back of the plane, which was very uncomfortable, considering we are all tall and seniors. There was no leg room, ant to walk to the back of the plane, getting on and off was unbearable. I don't know what the selection process consist of or if I should have called ahead of my part to make special accommodation, which I knew nothing about. However, the entire situation could been avoided if I was made aware of where the seats were located in the first place. Second, we were taken off of one plane and put on another, which was time consuming. They claim that there was a problem with the first plane we boarded. Third, I anticipated returning back to Milwaukee, WI at 11:08p.m. or I would have to pay additional day for my car to stay at Economy Airport Parking & Shuttle, which I had to do any way. Fourth, the knob on my mother's walker was gone during the switch from one plan to another. The plane attendants gave the walker for my mother to sit on and the knob was on it then, but when we got off in Milwaukee, WI the knob on walker was missing. I will never book a flight with American Airlines again because of the miserable time I experienced coming back to Milwaukee, WI

20

If I could rate zero stars I would. Worst traveling experience of my entire life. I was supposed to leave savannah, ga at 4:22 pm and land in Houston, tx by 7:53 HOWEVER the flight was delayed 4 hours and I was ultimately rebooked to another flight to an even farther connection destination with new hopes of being in Houston by 9:53 pm. The new booking they put me on was also cancelled and the first leg of the trip sat grounded for an hour. I was then rerouted Denver, Colorado and the airline was switched to United who ended up telling me my ticket was put in incorrectly and i no longer have the seat selection choices that i paid for. I called American to ask them for a refund for my entire trip because they basically ruined 24 hours of my life and they told me they had no record of my flight since they switched me to United and there was nothing they could do for me. I will never ever again fly with this terrible company.

20

On July 7,2019 my husband and I were booked on a flight from Oklahoma city to Houston Texas and then to Seattle Washington. We were then told after waiting for departure that flight was delayed sand we would miss our flight to Seattle The customer service helper trying to help us kept complaining he had to use the restroom. Because of his carelessness he forgot to put my husband and I on standby and we spent hours being promised a flight home. We finally asked for a manager and he came down kept promising us flights and then later after a full wasted day at the airport he put us on a flight the next morning on United Airlines. When we arrived back at the airport the next morning ,Our flight on United was delayed for mechanical issues( which was the problem the day before on our American Airlines flight). I actually ran into the manager who helped us the night before and told him our problem again and he replied" you are not our problem now you are united airlines problem. what we haven't even stepped on a flight with united.He just walked away offering no help. My husband and I have flown for my7ears and never had such bad customer service . I finally found us a flight with Alaska Airlines later that day with no help from American Airlines. .Our flight originally was flight 2877 from OKC to DFW and then 2781 DFW to Seattle Washington on July 7,2019. Because of this my husband and I lost a days worth of work and spent money on expensive airport food we shouldn't have. Please tell me there is a way top compensate my husbands and I for this horrible customer service form all involved. Thank you, Krista and Eric Envick

20

Delayed flight 1029 from Los Angeles to Ohare on July 11,2019. Late notice, poor treatment, lack of care and concern.

20

On July the 3rd we were at the Louisville,Ky airport going to Orlando after arriving we were told that are flight was cancel,and told by a lady checking in folks,that there wasn't any more flights available until Thursday morning was very very unhappy about this problem,plus I already rental reservation,also resort reservation,so I went to another guy checking folks in he founded us a flight leaving 3ish the plane had a delay going Phil.this was the worse flight traveling we ever experience wouldn't recommend this airlines to anyone the customer service was terrible,didnt arrive in Philly until l after midnight,we had to set on this darn plane for about hour we were so pissed about this issue no gate open,American Airlines never again it will be known,checked in our resort after 3am on Thursday but however suppose to arrived in Orlando around 6pm on Wednesday this is a bunch of b/s my whole Wednesday was just gone this was the worse vacation we have ever been on,i will never ever recommend this air line to anyone I know.I wounldnt rate this airlines for nothing,i payed out all this money hoping for a good flight also good vacation this didn't even happen never again so disappointment.

20

I was very unhappy with my return flight with American Airlines that I took from Hawaii.0n July 6th I arrived in Philly. weather was a tornado warning we sat three hours in the plane. When we got into the terminal we spent 21 hours at the airport first flight to Albany was cancelled. the next flight was cancelled. People were leaving for hotels and rental cars. We waited until 10;00 to see if last flight was going to be canceled. There was no updated on monitors service desk people did not announce that the Albany flight was boarding. when we finally got to the desk after two hours in line to talk to someone that flight did not take off and the people that boarded had to come off the flight. But again no announcement was made so people going to Albany did not know they could have boarded even though it did not take off. When we finally arrived in Albany the 45 minute flight that ended up taking us 36 hours to get back there from Hawaii when we arrived in Albany had to drive two hours home after not having any sleep due to the fact we called over 30 places from the airport all rooms were taken by 9:00 that night. When I arrived home opened my 5 checked bags and everything was soaking wet. books, photos that I printed out and things I bought back for gift were ruined and had to be thrown out. My luggage was sitting out in the rain in Philly for who knows how long. Everything had to be washed and dried. Our shoes had water in them I dumped it out. Unbelievable .It was raining very hard for hours why did they unload luggage from the plane knowing flights were not landing or going out. Just left everything out in the pouring rain .Will never fly American again. Thank you for your time.

20

I was traveling from the Cayman Islands to Miami on Flight 1088 on Tuesday, July 9, 2019. Because I was selected for a random search all my baggage, including the luggage that was checked in earlier was searched. This created a problem leaving me as the last passenger to board. On boarding the plane, I wanted to use the bathroom urgently due to medical reasons, and this angered the air hostess. I insisted that I must use the bathroom and nothing else was said from my end. In a loud voice, she said to the worker who brought my bag up to the plane ----all her bags must go to the top. What bothered me most was when she said---if she doesn't hurry I would put her out. I pondered to myself what I had done wrong to deserve this treatment. To top the bad customer service off, when the flight landed, she said to those passing ahead of me - have a great day. When I reached the door, she held her head down. This is my worst encounter with this airline. Never met such a rude air hostess.

20

i had a american airline worker trying to sell me tickets on a flight from atlanta to los angeles.he said i would get bussiness class,and they will be real cheap.i wired him 2 paymants and never received them.she being a american airlines worker,i feel that american is responsible,and should refund my money back. thank you.

20

Airline made us miss connecting flight(sat on runway over 20 min before we could even get to the gate) Needless to say we had to connect on much later flight which made us miss our event. Then on way back flight was to leave at 7:38 pm we did not leave until after 9:15pm So we had to run from one end to the other We are both in our late 50s to catch the connecting flight. Once at home airport MCI We watched 4 red buses go by and no blue buses. I used the phone to call well 20 minutes later a blue bus came. This has been the worse flight both to and from. My son is in the airforce I travel alot I have used other airlines I have gone to hawii and no problems. I am so upset that your airline made us miss my granddaughters recital ( her very first) I believe we should be refunded some of our money if not all.If we are not satisfied with your reply we will not be using your services any more, as well as sharing this with all family and friends. I am a food director for a college , word of mouth seems to go a long way I do not complain very much because in my line of business you know mistakes happen and when I am at fault I take care of my customers. Hoping your company has the same morals that I do. My Record Locator is SEVNRY . i HOPE i HEAR FROM SOMEONE . Thank you for your time

20

MY HUSBAND AND I WERE ON OUR WAY BACK HOME FROM A TRIP , WE WERE IN HOUSTON TX. WE WERE TRYING TO GET OUR FLIGHT HOME, SOME NICE YOUNG LADY WAS HELPING US,HER NAME WAS KRYSTAL BEREZ OR PERES,SHE DID A VERY GOOD JOB.BUT THE LADY WORKING WITH HER WAS A SPIRIT FROM HELL, SHE TOLD HER NOT TO HELP PEOPLE LIKE US,THERE MY NEICE AND HER HUSBAND,MY SISTER AND HER HUSBAND AND SHE MADE SURE, WE HEARD HER SHE REFERRED TO US LIKE WE WERE MEXICANS,HER NAME T.HARRIS,SHE TOLD THAT YOUG GIRL TO QUIT HELPING US. I NEED TO GET HOME I HAD RAN OUT OF INSULIN, AND MY HUSBAND NEEDED HIS OXYGEN,SHE SAID IF YOU NEED YOUR MEDICINE THAT BAD GO TO THE HOSPITAL. THAT WAS MY FIRST TIME ON A AIRPLANE,I HOPE I NEVER MEET UP WITH HER AGAIN.WE STAYED IN THE AIRPORT 2 DAYS THEY NEVER OFFERED US ANY FOOD OR ROOM TO STAY.MY HUSBAND IS A VET. AND SHOULD OF NOY BEEN TREATED THAT WAY.iAM TAKING HIM TO DR. ON TUESDAY.REPORT IT TO THE VET. ADMINISTRATION. THAT LADY NEEDS A GOOD TALKING TO.THANK YOU
FOR HEARING ME OUT WE PAY OUR WAY JUST LIKE ANY OTHER HONEST AMERICAN,THEY SEPERATED US ON THE PLANE ALSO, THANK GOD HE DIDNOT GET SICK, BECAUSE I NEED TO BE THERE BY HIM.MYPHONE NUMBER IS 7197786203 MY NAME IS MARCELLA,THANK YOU AND GOD BLESS.

20

I HAVE ALWAYS FLOWN WITH AMERICAN, MAINLY BECAUSE OF THE DIRECT FLIGHT TO MY HOMETOWN KNOXVILLE, TN. BUT THIS TIME WAS THE TRIP FROM HELL! FIRST OF ALL I DO NOT LIKE TO FLY, BUT DO TO MY HEALTH & ALSO RECOVERING FROM BEING PARALYZED FROM NECK DOWN, I CAN NOT DRIVE LONG DISTANCE ANYMORE. NOW I HAVE FRIENDS & FAMILY WHO WORKS FOR AMERICAN & THEY OFFER ME BUDDY PASSES WHEN I WANT TO FLY, BUT I DON'T LIKE THE CHANCE OF GETTING BUMPED OFF OF A PLANE LIKE I HAVE BEFORE AND BEING STRANDED IN AN AIRPORT. SO I BUY MY OWN TICKET & PAY EXTRA FOR DIRECT FLIGHTS & AISLE SEAT TO GIVE ME MORE ROOM BEING A VERY LARGE MAN & TO BE ABLE TO GET THERE & BACK WHEN I AM SUPPOSED TO BE & I ALSO ORDER WHEELCHAIR SERVICES TO ASSIST WITH MY DISABILITIES! NOW MY TRIP THURSDAY JUNE 20, 2019 STARTED ALL WRONG FROM THE START TO THE FINISHING TIME! I WAS TOLD THAT I WOULD HAVE WHEELCHAIR SERVICES WAITING FOR ME LIKE ALWAYS & I ARRIVED AT THE AIRPORT & THERE WAS NOT ANY CURBSIDE ASSISTANCE LIKE ALL THE OTHER TIMES I HAVE FLEW WITH AA. THEN I HAD TO GO THE ARRIVAL PART & GET DROPPED OFF & MAKE IT INSIDE MYSELF & THEN I WENT TO THE AA COUNTER & I SAID THAT I AM SUPPOSED TO HAVE WHEELCHAIR SERVICES WAITING ON ME & I NEED HELP CHECKING IN. THEN THE LADY AT THE COUNTER TOLD ME THAT I NEEDED TO GO TO THE SELF MACHINE & CHECK IN & THERE WASN'T EVEN A PERSON AT THE COUNTER. SO I TRIED TO & I WAS IN SO MUCH PAIN FROM WALKING & STANDING PUSHING MY SUITCASE & SWEAT WAS JUST POURING DOWN MY FACE AS I WAS TRYING TO FIGURE OUT HOW TO CHECK IN ON THE SELF CHECK IN MACHINE & THEN A GENTLEMAN FROM BEHIND THE COUNTER SEEN ME HAVING PROBLEMS & OFFERED TO HELP ME. THE LADY SEEMED LIKE SHE DIDN'T CARE, BUT SHE DID CALL FOR THE WHEELCHAIR SERVICE & THE MAN CHECKED ME IN & TOLD ME TO SIT DOWN OVER IN THE CHAIRS & THE WHEELCHAIR WOULD COME. NOW I SEEN OTHER PEOPLE COME AFTER ME & THEN CAME OVER IN THE CHAIRS BY ME & A WHEELCHAIR PICKED THEM UP BEFORE ME & I SAT THERE FOR ABOUT AN HOUR BEFORE THEY CAME TO PICK ME UP & BY THE TIME I GOT TO MY FLIGHT I WAS ABOUT THE LAST ONE GETTING ON THE PLANE. THEN ARRIVING IN KNOXVILLE THE SERVICES WAS EXCELLENT, UNTIL IT WAS TIME FOR ME TO COME BACK HOME TO DALLAS! THEN I GOT AN TEXT THAT MY FLIGHT WAS CANCELLED MONDAY JUNE 24, 6:20 AM DUE TO THE WEATHER & THEY WERE WORKING ON RESCHEDULING ME TO ANOTHER FLIGHT. SO I CALLED IN & TALKED TO AN AGENT & THEY WERE OFFERING ME A FLIGHT THE NEXT MORNING & THAT WOULD HAVE TO PAY SOME MORE MONEY TO GET ON ANOTHER FLIGHT THAT DAY & I TOLD THEM THAT I NEEDED TO BE BACK THAT DAY & I WASN'T GOING TO PAY AA ANY MORE MONEY BECAUSE I DIDN'T CANCELL MY FLIGHT, THAT AA CANCELLED MY FLIGHT. THEN THEY BOOKED ME ON FLIGHT AT 8:01 PM. THEN RIGHT BEFORE I WAS LEAVING TO GO TO THE AIRPORT I GET ANOTHER TEXT TELLING ME THAT MY FLIGHT WAS DELAYED UNTIL 10:15 PM DUE TO THE WEATHER. THEN RIGHT BEFORE LEAVING AGAIN I GET ANOTHER TEXT TELLING ME MY FLIGHT WAS CANCELLED AGAIN DUE TO THE WEATHER & THEY WERE REBOOKING AGAIN. SO I CALLED IN AGAIN & TALKED TO AN AGENT & THEN THEY ARE TELLING THAT WEATHER IS BAD IN DALLAS & THERE IN KNOXVILLE & I COULDN'T GET ANOTHER FLIGHT UNTIL LATER THAT EVENING. SO I WAS BOOKED ON THE 6:05 PM FLIGHT & THEN I GET ANOTHER TEXT SAYING IT WAS CANCELLED TO & THEY WERE BOOKING ME TO A FLIGHT TO WASHINGTON & THEN GET A FLIGHT TO DALLAS. SO I CALLED IN TO AN AGENT & SPOKE WITH A SUPERVISOR TOO. I TOLD THEM THAT I PAID FOR A DIRECT FLIGHT & I WAS NOT GOING TO DO A TRANFER FLIGHT AND BE STRANDED SOMEWHERE ELSE & IS THIS HOW AA IS GOING TO TREAT THEIR HANDICAP CLIENTS & THE SUPERVISOR SAID OH, I DIDN'T KNOW THAT YOU WERE HANDICAP, SO I AM LIKE THEN WHY DO I HAVE WHEELCHAIR SERVICES THEN? THEY SAID THAT NO DIRECT FLIGHTS WHERE ABLE TO GET ME TO DALLAS, THAT I NEEDED TO FLY TO WASHINGTON, CHICAGO OR CHARLOTTE, OR I COULD DRIVE TO TRI-CITY, ASHVILLE OR CHATTANOOGA & CATCH A FLIGHT FROM THERE IF I WANTED TO GET BACK HOME. SO ONCE AGAIN I STATED THE I WASN'T INTERESTED IN DOING A TRANFER FLIGHT & EXPLAIN TO ME HOW YOU CAN FLY ME SOMEWHERE ELSE BUT NOT TO DALLAS & HOW OTHER CITY CAN GET INTO DALLAS IF THE WEATHER IS BAD IN KNOXVILLE & DALLAS.! THEN I GET ON LINE & SEE THAT ALL THE FLIGHTS THAT I WAS TOLD WAS CANCELLED, ALL BUT ONE HAD ARRIVED OR WERE LEAVING ON TIME. THEN THE LAST FLIGHT THAT I WAS TOLD WAS CANCELLED, IT WAS SHOWING ONE SEAT AVAILABLE & IN THE MAIN CABIN SO I BOOKED MY BROTHER IN THAT SEAT & THEN CANCELLED IT. SO HOW COULD A FLIGHT BE CANCELLED & YOU ARE STILL SELLING TICKETS FOR IT? SO THEN I GO ON LINE & FILE A COMPLAINT ABOUT THIS & TELL AA ON HOW I WANT TO BE COMPENSATED FOR BEING LIED TO ABOUT ALL THESE FLIGHTS BEING CANCELLED FROM THE WEATHER & THEY WERE STILL GOING & FOR MAKING ME MISS DAYS OFF WORK & PUTTING MY JOB IN JEOPARDY & ALL THE MONEY THAT I WAS HAVING TO SPEND ON LIVING & LODGING DUE TO LIES! FIRST OF ALL I AM ASKING IS THIS HOW THE HANDICAPS ALONE OR ANYONE ELSE IS GOING TO BE TREATED BY AA? I HAVE MANY HEALTH ISSUES FROM HIGH BLOOD PRESSURE, OXYGEN USE, SLEEP APNEA & MORE & STILL RECOVERING FROM BEING PARALYZED FROM NECK DOWN & I STILL HAVE A FRACTURE IN MY BACK & OTHER RUPTURED DISCS IN MY NECK, A PARTIAL TEAR IN MY ACHILLES TENDON & HAVE HAD THREE ANKLES, BACK, NECK , BOTH SHOULDERS & HAND SURGERIES & I WOULDN'T THINK THAT A COMPANY WOULD WANT TO CAUSE ME ANY MORE PROBLEMS FROM WHERE I PAID EXTRA MONEY TO GET CERTAIN SERVICES & THEN TREATED LIKE I WAS NOTHING BUT DIRT ON THE GROUND! AFTER I SENT THE FIRST COMPLAINT IN, IT WAS NOT 30 MINUTES LATER BEFORE I GET A CALL TELLING ME THAT MY ORIGINAL FLIGHT I WAS BOOKED ON WAS BACK ON AGAIN AT 6:05 PM TUESDAY JUNE 25, & AA COULD GET ME BACK ON THAT FLIGHT. I STATED THAT MY ORIGINAL FLIGHT WAS MONDAY 6:20 AM & I DON'T ENOUGH TIME TO PACK & FIND SOMEONE TO GET ME TO THE AIRPORT WITH IN THE TIME THAT I AM SUPPOSED TO BE THERE & THAT I DON'T HAVE A CHOICE BUT TO STAY ON THE 6:20 AM WEDNESDAY FLIGHT THAT I AM ALREADY BOOKED ON, & THEN LATER I GET ANOTHER TEXT SAYING THAT THIS FLIGHT HAS BEEN POSTPONED TO 7:00 AM & I AM SAY HERE WE GO AGAIN & FEELING LIKE I AM NEVER GOING TO BE ABLE TO GET BACK HOME! SO NOW WE FINALLY LEAVE & I AM HAPPY & THEN WE LAND IN DALLAS & I AM WAITING FOR MY WHEELCHAIR SERVICE AGAIN & THEN I AM THE LAST ONE ON THE PLANE WAITING & WHEN IT FINALLY COMES, THE YOUNG LADY TAKES ME TO THE TOP WHERE PEOPLE ARE LINING UP TO BOARD THE PLANE I GOT OFF OF & LEFT ME SITTING THERE & SAID THAT SHE HAD CALLED FOR A MOTOR CART TO PICK ME UP & TAKE ME TO GET MY BAG & NUMERAL HANDICAPS CARTS PASSED ME SEEING ME SITTING OUT IN A WHEELCHAIR & NEVER EVER STOPPING & FINALLY THE LADY THAT IS STANDING AT THE BOARDING ENTRANCE COME & ASK ME IF I AM WAITING TO GET ON THAT FLIGHT & I SAID THAT I JUST GOT OFF THAT FLIGHT & SUPPOSEDLY WAS WAITING FOR A MOTOR HANDICAP CART COME TAKE ME TO GET MY CHECKED IN BAG & OUTSIDE TO GET MY RIDE. THEN SHE CALLED SOMEONE AND A LADY CAME & PUSHED ME TO GET MY BAG & ONCE AGAIN I AM THE VERY LAST PERSON THAT HAD BAGS AT THE BAGGAGE CLAIM & THEN SHE ROLLED ME OUT TO GET MY RIDE. SO NOW IT HAS BEEN TWO DAYS & I HAVE NOT HEARD FROM AA ABOUT MY COMPLAINT THE FIRST TIME BESIDES SENDING AN EMAIL SAYING THAT AA HAS RECEIVED MY COMPLAINT, SO I AM SENDING ANOTHER COMPLAINT & ASKING TO BE COMPENSATED FOR MY HORRIBLE EXPERNCE THAT AA HAS CAUSED ME & ASKING HOW MUCH MORE AM I GOING TO HAVE TO ENDURE FOR SOMETHING THAT WAS SUPPOSED TO BE A GREAT TIME FOR ME THAT I PAID FOR WITH MY VERY HARD EARNED MONEY? I DESERVED TO BE HEARD, COMPENSATED & I SHOULD RECEIVE AN APOLOGY IN A TIMELY MANNER!

20

On June 25, 2019 I flew on American Airlines starting from Martha's Vineyard (flight 4350) with layover stops in New York LGA (flight 1782 and Charlotte (flight 5315) with my final destination in Daytona Beach International Airport at 7:15pm. I started in Martha's Vineyard with only one small carryon luggage. While boarding in New York LGA I was told I needed to check my bag because it was a full flight and there was little or no room ln the overhead compartments. I was assured that my bag would be at my final destination when I arrived. However, it was not. I spoke with what I thought was a baggage handler for American Airlines who told me that perhaps my bag would be on a later flight at 11:59pm. Two problems for me existed, at the time. One being I could not wait several hours for the later flight, and two I live about 50 miles from Daytona Beach. At this time I was assured that my bag would be delivered to me, at my home in Palm Coast, the next morning. The next day after my bag had not been delivered, I called the online listed phone number for American Airlines (1-800-433-7300) and spoke with your representative by the name of Anne who informed me that my bag was indeed at the airport in Daytona Beach, and that I could go there and claim it. Or that I needed to fill out a delayed baggage report, at Daytona Beach Airport, before my bag could be delivered to Palm Coast. I informed her there was a distance issue for me, and she continued to state my need to fill out a baggage report at Daytona Beach, an additional three times. At this point I requested to speak with someone who had the authority to resolved this matter without imposing a hardship on me, and that I didn't create this delayed bag problem and that I needed my bag ASAP, which contained some very important documents. Finally she said she would forward this issue to American Airlines in Daytona Beach and they would call me, and that there was no certainty of my bag being delivered to me in Palm Coast. Sadly I was made to feel I made a mistake by not filling out a baggage report (which I wasn't informed of) at Daytona Beach. The baggage handler, who assisted me last night 6/25/19, did so at the ticket counter for American Airlines, as there were no ticket agents anywhere around your counter. Anne informed me that it was a mistake to get information from the baggage handler (an American Airlines employee and able to operate the computer attempting to locate my bag) and not a otherwise representative. Perhaps he wasn't the right person to speak with but he was the only one available and I did indeed appreciate his assistance. I feel that my experience with Anne was unacceptable. At this time 1:20pm on Wednesday June 26, 2019, I have not received a phone call concerning my luggage. 386-566-2809 18 Lincoln Lane, Palm Coast, Florida 32137

20

I was in route to Napa Valley to attend my grandson's graduation, attend a jazz concert, and enjoy wine tasting in Napa Valley. Me and my three employees arrived in Dallas on time. The next flight to Oakland, flight 890, was to have left in 1 hour, 42 min. afterwards, I received 7 emails with flight changes, gate changes and plane changes. As a result, about a 5 hour delay. My medicine was in my luggage that I checked in, so I was not able to take it. We spent 278.00 dollars in the airport buying food and drinks, as a result of the delays. We didn't attend graduation nor concert, only the Wine Train in Napa Valley. Coming back to Houston, we were delayed 45 minutes, due to bathroom not being cleaned.
I am asking t o be reimbursed 331.00 x 4 , plus 278.00 spent due to delay. I am also writing Mr. Doug Parker to try and get me some sort of satisfaction for traveling America. Thanks for listening !!

20

I purchased tickets for myself and my boyfriend to Miami Florida on 5-4-19. I purchased his flight which was record locator WNZQWH his flight was supposed to leave from Amarillo Tx at 8:25 am and he was supposed to get to Dallas Tx at 9:40 and his connector flight was scheduled to leave Dallas at 11:00 am and he was supposed to get to Miami FL at 2:59. His first flight was cancelled because something was wrong with the plane, the next flight was full and he was able to catch the 3rd flight out. These delays caused him to miss his connector flight at 3:00pm he stated he would be in Miami around 6:30ish, he then texted me again at 4:28 and said they had been sitting on the runway for an hour and a half after that everyone was told they had to get off that flight, first something was wrong with the flight then they said it was time for the pilot to get off. He then said he would be in Miami at 9:30 or 10. After all of that he never made it to Miami until 1 o'clock in the morning. This ruined the day because I had been there since 2pm weighting for him. We had plans that day, I rented a car that was $66 and a room Downtown at the Hilton that was $200 because we had plans, which were ruined. I understand things happen but to be at the airport that day since 6 and and never make it to Miami until 1am was absolutely ridiculous and it wasn't the weather that held the flights up, it was a mechanical issue with both. After all those hours in the airport both of our moods were ruined. His flight on the way home was good it was locator RVXPUA. His name is Demetrius Elliott and my name is Tamika Shinaul my e-mail is tshinaul4@yahoo.com my phone number is 419-351-8292. It was a lot of time and money wasted that day and again I understand there may be delays usually do to the weather but this was not the case and for someone to be in the airport from 6 am and not make it to your destination until 1am is unacceptable. I rented a car that we were unable to use because I spent the entire day in a hotel because he kept getting delay after delay, I also wouldn't have gotten a hotel room downtown, I could've and would've gotten a cheaper room and just stayed by the airport. Please follow up with me in regards to this situation

20

DATE: June 4, 2019

TO: American Airline Corporation
ATTENTION: William Douglas "Doug" Parker, Chief Executive Officer and American Airlines Board of Directors

FROM: Shirley Russell-Carter American Airlines Passenger Record Locator: RSCNJA

REGARDING: 1) Major Complaint with Possible Legal Actions Against Corporation for Disparate and Inhumane Treatment of the Disabled
2) Extremely Poor Customer Services Received by First Class Customers of Color

Record locator: RSCNJA
Trip name: LAX/MIA
Trip Date: Monday, June 3, 2019
Status: Ticketed
Depart Miami, FL to Los Angeles, CA

Dear Mr. William Douglas "Doug" Parker, Chief Executive Officer and American Airlines Board of Directors:

Yesterday my husband and I finally made it home to LAX from Miami. As such, I am issuing a formal letter of complaint to American Airlines regarding our American Airlines experience out of Miami, FL. Yesterday, my husband and I received the worst customer services I have ever experienced. To date, I have posted several electronic reviews regarding what took place. I will also be sending a copy of my complaint letter to all American Airlines competitors for their review and files. I will be filing a complaint with the U.S. Justice Department's Disability Rights Section, the American Civil Liberties Union and the Federal Aviation Administration. In addition, to make matters worse, my spouse and I flew first class and he is disabled. Please note the following information provided below.

Upon arriving at the Miami FL Airport approximately 1:00 p.m. for a 7:35 p.m. flight, we were assisted at curbside with our baggage and 2 pieces of disability assistive equipment need for my husband to walk. There we received a wheelchair and was taken through all baggage and security check points without incident. We were then advised, as I had researched the availability of the Admirals Club for first class passengers and possible day passes for $59.00 per individual. The airport disability attendant checked with an American Airlines manager to see if we were eligible. She then began to take us on an arduous trip through the airport to the Admirals Club.

When we reached the Admirals Club and asked for entrance, we were not only denied entrance but the rude treatment we received was unlike anything my husband and I ever received. As a U.S. Airforce Veteran and someone who has traveled the world, we were in complete shock at the abusive, rude, impertinent, and contumelious treatment we received from the woman manning the front podium at the Admirals Club. She was dismissive, never allowed us to enquire about the day passes and shewed us away from the front of the club. At that point, the wheelchair attendant and I asked for time to gather ourselves to the side of the doorway. We were told we could not sit down on the outside entrance of the club and then to my dismay, THE EMPLOYEE SHEWED US AWAY AS SOMEONE WOULD DO A STRAY CAT AND ADDED THE VOCAL SOUNDS USED TO SWISH AWAY AN UNWANTED BIRD!!!!!!!

At 60 years of age, I have never been treated with such rudeness and contempt. The poor wheelchair attendant was in dismay, my husband in the wheelchair was in dismay and I was furious!!!! We left the club site and was taken to the gate and dropped off at gate D40 as if we had committed a crime. I was on the phone with several American Airlines representatives and transferred several times.

Then as if all this was not bad enough, we then realized we were left without a wheelchair and my husband who has not walked more than 4 steps in 3 years due to crushed bones in his foot from a work accident had no way to get to the bathroom. We tried waving down wheelchair attendants but to no avail. Then my husband got up from his wheelchair in a foot brace and walked to the bathroom because he could not get help. At that point, I was on the line with American Advantage and began to cry because he was being treated without any respect of care for his condition. My husband is 55 years old, an Airforce Veteran and disabled.
Finally, I was able to flag down a wheelchair attendant to bring him from the bathroom. The Advantage representative stayed WITH ME ON THE PHONE WITH ME WHILE THIS WHOLE THING WAS GOING ON. She then go me to the other Admirals Club whose manager “authorized” 2 day passes (that we had to pay $120.00 for) to enter the lounge. I asked to speak with her personally regarding what had happened. She paid attention to my explanation (but not really) and said she would check into it. IT WAS AWEFULL.

When we boarded our flight as first-class customers, we experienced a great degree of turbulence. So much, my husband and I were unable to eat our food. As passengers, we were never greeted by the plane’s captain nor apprised of our situation regarding the turbulence or what to expect. At some point, a stewardess took to the microphone and said there were no emergencies, but just a few chopping and bumps. This turbulence was more than just chopping and bumps.

Finally, our first-class cabin was never really cleaned. Upon arriving and the lights coming on, it looked like we had taken a ride on a city bus. There was trash all over in first class and the rest of the plane. Again, it was awful.

The appropriate remedy to this situation would be to refund my husband and I all our money we paid to American Airlines for what we thought would be a great trip. I am ashamed of you American Airlines. As a child I traveled American Airlines frequently with my parents. It was the “go-to” airlines then. I travel with American through my employment all over and have never experienced such disappointment.

As stated in the beginning of my letter, I will be sending a copy of my complaint letter to all American Airlines competitors for their review and files. I will be filing a complaint with the U.S. Justice Department's Disability Rights Section, the American Civil Liberties Union and the Federal Aviation Administration.

You HAVE my information via the information I have provided as my record indicator number. American Airlines, I am ashamed of you and if necessary, I will never fly with you again.

Sincerely,

Shirley Dianne Russell-Carter
American Airlines Passenger Record Locator: RSCNJA

Flight Depart Arrive Travel time Aircraft Class Seats
2289 American Airlines Wi-Fi on-board 7:35 PM
MIA 10:19 PM
LAX 5h 44m 738 First 4E

4F
Arrived at gate Actual
7:43 PM
Terminal: N
Gate: D40 Actual
10:04 PM
Terminal: 4
Gate: 45
Baggage: T5-6
Cost summary
Your total
$3,802.58
Includes all taxes and carrier-imposed fees
Passenger (2)
$3,345.12
Taxes
$308.08
Carrier-imposed fees
$0.00
Subtotal
$3,653.20
Mileage Multiplier
$149.38
Total (all passengers)
$3,802.58

Your trip
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Record locator: RSCNJA
Trip name: LAX/MIA
Issued: Tuesday, April 9, 2019
Status: Ticketed
Depart Miami, FL to Los Angeles, CA
Monday, June 3, 2019
Flight Depart Arrive Travel time Aircraft Class Seats
2289 American Airlines Wi-Fi on-board 7:35 PM
MIA 10:19 PM
LAX 5h 44m 738 First • 4E

• 4F
Arrived at gate Actual
7:43 PM
Terminal: N
Gate: D40 Actual
10:04 PM
Terminal: 4
Gate: 45
Baggage: T5-6
Cost summary
Your total
$3,802.58
Includes all taxes and carrier-imposed fees
Passenger (2)
$3,345.12
Taxes
$308.08
Carrier-imposed fees
$0.00
Subtotal
$3,653.20
Mileage Multiplier
$149.38
Total (all passengers)
$3,802.58
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Passengers
Shirley Russell Carter
0EY12Y8 (AAdvantage)
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Paris Carter
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Special assistance requested
• Can walk - need a wheelchair to / from the gate and to plane door

20

Instead of declaring the A/C, for flight AA1492 supposedly en route to CMH, hard broke and getting another one, they went with 'hopefully" and goods thoughts. Pushed original departure 2 hours so had to get new connection (AA1564) since AA2372 would departure 11 minutes before the first delay of the flight byv1 hour would arrive. AA1492 finally departed CMH @ 5:00pm and arrived at DFW @ 6:12pm but the fucksticks on flight AA2334 occupying gate A15 took another 40 minutes to get their act together. Connection flight (AA1564) was only 4 gates down but gate attendant dickwad didn't hold for 4 of us stuck on the ramp and closed it 2 minutes before we got there at 6:52pm. He booked us on another flight (AA1406) which was supposed to leave @ 9:00pm but just got update that it's delayed by their weather & ours overhead - now won't be arriving until 10:30pm. BTW, got an email update at 6:57pm indicating Flt 1564 departure was delayed out of A19 until 7:11pm and that we should be at the gate before it closes 10 minutes prior to that delayed departure...

At the rate AA's going, I'll be lucky to reach SAT by midnight...and still have a 3 hr drive to follow.

If they had pulled their heads out of their asses when they should have THIS MORNING, I would have been in Del Rio by 2030-2100.

20

American Airlines
Attn: Customer Service, Complaint Department
support@aa.com

Flight: DSM to DFW -- DFW to SNA 5/18/2019

RE: Refund Request and Voucher
Customer: Preshia Paulding
Roundtrip ticket May 18, 2019 at 6:04am to DFW/to SNA; and
Return ticket May 22, 2019 from SNA to DFW/to DSM

Dear American Airlines;

I am requesting a full refund of the $532 ticket price and a voucher good for a roundtrip ticket within the United States. From 2:30am May 18, 2019 on I experienced one of the worse experiences with an airline. I will try to outline the events:

Des Moines Departure: Received a call from American Airlines at 2:30am Saturday, May 18, 2019 stating that my flight that morning was canceled, supposedly due to rain. I was reassigned to a different flight scheduled to leave Des Moines, Iowa, at 12:57pm, and I received an email message with that information. Flight continued to be delayed several times. Then my connecting flight was also changed. This is how it all started.

My flight finally took off from Des Moines around 4pm CST. Then there was the late arrival to Dallas/Fort Worth. I experienced hours of waiting for another flight. After several changes, two cancelations, and delays (supposedly due to rain and then lack of a captain and attendants at some point), the flight was canceled around 11pm. An email was sent to me stating my new flight reservation was now rescheduled for Monday evening to SNA, which was a full 48 hours away. At that point I felt completely stranded. And if I did spend 48 hours in an airport, I would ultimately only get to have 24 hours with my family before my return flight home. I had no money, and my son was expecting to pick me up at some point, which delayed his plans with his family. Because of this two-day delay, I spoke with an American Airline employee who looked up a flight back to Des Moines for me, but then within a few minutes located a ticket to Palm Springs, 90 minutes from SNA. My son agreed to drive the distance to get me, so I requested that reservation which was scheduled for departure at 9AM Sunday, May 19, and a ticket was printed (and I have a photo copy of it). The next morning I was denied boarding my flight to Palm Springs, even with a ticket, and I was told to wait in a customer service line for an explanation -- customer service being quite a distance from the gate and with a huge line of people. I eventually spoke to an American Airline customer service rep over the phone who informed me that the flight to Des Moines for the same day did NOT get canceled, so when I did not show up for that flight (which I was never going to be on), the system canceled/erased my early morning Palm Springs reservation. This was NOT a weather related incident. The employee failed to cancel the early return to Des Moines and I was denied boarding to Palm Springs Sunday morning, May 19, 2019, even though I had a printed ticket. I spent a full 24 hours alone at a airport, and at 59 years old, was being forced to sleep on a bench like a homeless person, almost 8000 steps registered on my phone app, disrupting the progress made in my physical therapy and causing me to barely be able to sit or stand for what turned out to be two days with my family, most of which I was unable to enjoy. I spoke to a representative at the board gate and was told by her "I don't know why you're not in the system for this flight -- I'm not arguing with you." It took waiting in line at American Airline customer service line and calling American Airlines customer service supervisor to discover that the employee who issued my ticket to Palm Springs failed to cancel the early trip back to Des Moines.

Please know I understand weather related flight delays. However, as someone who helped the military for 7 years, I know that there is always a contingency plan in place when things don't go as planned. What is/was American Airlines' contingency plan for weather related or other occurrences? Hundreds of people who trusted American Airlines to get them from point A to point B can't get back the lost time and are sorely disappointed and angry, me included. You may argue that the inability to first find a captain and continually being promised that we will be "on our way" shortly and then not having flight attendants due to a "timing out" was still weather related, but where was your contingency plan? Shouldn't there always be someone to cover? An airline is a business that flies in the weather; delays are no surprise. So there should have been a contingency plan in place to provide a flight with the needed personnel. I heard a young lady lament she missed her own mother's funeral and another couple missed their connection to their cruise. I was not only sad for myself, but sad for them. By then flights were going out, but our flight could not because of union regulations and timing out, a phrasing I had not heard before. Still that does not excuse the employee who neglected to cancel a hold on a trip back to Des Moines thus causing my flight to Palm Springs to be canceled. By the time I got to SNA, I was physically and emotionally exhausted, had already missed out on my family's trip to San Diego, and could barely walk. The financial sacrifice my son made to pay full price for a ticket so I could join his family on his previously paid vacation was basically for nothing.

Because of the overall treatment, discomfort, employee error, loss of vacation, I am requesting a full refund and voucher for a future flight which I trust to be improved. I have always trusted American Airlines, and I hope to again.

Sincerely,
Preshia Paulding
preshia@msn.com
515-770-7664
Initial flight from Des Moines, Iowa, May 18, 2019
Schedule return flight to Des Moines, Iowa May 22, 2019

20

I made a complaint in April 2019, was told it was resolved and have not heard from American Airlines since. Would be grateful to know the outcome of my complaint

20

Attn: AA Complaint online Department
AND OR /CEO Mr. Doug Parker
On behalf of 4 individuals that I purchased tickets for by way of American Express for Business trip from PHL to PHX on 5/20/19 r/t thru. to 5/23/2019 Flight 1970 Confirmation HXXCFT upon returning the travelers were quite displeased in the order in which they boarded /not to mention that the flight was over booked/ leaving the four of them to be the very last in being seated..... (Senior) very uncomfortable due to not allowing the call for choosing 24 hr. online window notification for choice of ones selecting-that surely would have given at least one elder if not all four a better chance of being seated more so not totally last, for tickets were purchased on 5/3/2019, in well enough time. It is my hope that we can be somewhat re-funded and or compensated for this ordeal- might I add that this has never been a problem for my many bookings that I've reserved throughout using AA

I thank you kindly-

Debbie Edney

City of Philadelphia, Commerce Department
One Parkway Building
1515 Arch Street, 12th Floor
215 683-2041
Philadelphia, PA 19102 -2nd attempt in emailing-

20

When we arrived in Charlotte from Lexington we found out our next flight was "cancelled". This was flight #1709 to Ft. Lauderdale arriving at 4:26 PM. Upon re-booking we founded out it was due to mechanical problems. This required us (in our 80's) to have an eight hour wait in the airport. During the re-booking there was no mention of any compensation. Eventually my wife again stood in line approximately one hour to ask about compensation. She was given a minimum voucher for some food. We were told for any additional compensation, which we believe we deserve, we were to contact "Customer Relations."

20

Reference, Record Locator # JOQGOQ, flight # 1433 on Sunday, May 12th. I was a passenger on this flight and choose a window seat. A man who had reserved the middle seat next to me was extremely overweight an LARGE. He could not set down until both armrest were in the up position. The flight attendant brought him a seat belt extension, which he had to use to buckle. Without doubt, the most uncomfortable 2+ hours I ever spent in an airplane. I researched AA's policy concerning this condition and it states that anyone needing a belt extension must buy an extra seat. Why was he not forced to do so? I have attached a photo the person after we exited the plane. He is the very large man centered in the photo with a bag suspended from his right shoulder and wearing a back pack. I anxiously await your response to this complaint.
Roger Johnson

20

My flight on May 20th (record locator FYOSRC) was canceled from BDL to ORD. There was no other available option that could get me into Chicago on time and no offer for protection with another airline. I was forced to book a flight with Delta one way which cost me $422 but it did get me to Chicago in time for my meeting. I was told that my return flight would be canceled if I didn't travel on the in bound flight which was not my choice. I had to call 3 times to make sure that my return flight was not canceled, but it was!! I had to get it reinstated so I can get home.
I am requesting a refund for the $422 that I had to incur not to mention the stress and inconvenience that this caused me.

20

Travelled on Monday, May 20th flight AA2664 from PHX to YVR. Found out the flight had been delayed from 4:55 to 6:15 pm.
Got to the airport and waited to board. At 6:00 pm the board changed showing flight delayed until 8:00 pm. The attendant came on to
tell us that they had no crew to fly the plane, so they would have to wait until they arrived at 7:00 pm. At 7:30 pm we were boarded onto
the plane. The Captain came on to say he had just flown in from Chicago and was asked to take the plane to Vancouver, and that they
had to wait for Flight Attendants because the ones on board couldn't accompany us to Vancouver. He apologized and said that he didn't
know what was going on like us, and was frustrated with the situation. The attendants boarded at 9:15 and then we left fro Vancouver.
This lack of communication from the Airlines is very unprofessional and not what I expect from a major Airline company. I will not be traveling
with American Airlines in the future, nor recommend this airline to my family or friends. It seems that it is all about money and not about your
customers. Unbelievable treatment!!

20

May 15 - MCO to DCA and Portland, Maine to DCA - On way to destination friend got a call from Michael - AA demanding that she return to airport because she had the wrong luggage. Traffic was such we could not turn around - she received no less than three more threatening calls from Michael that she must return by 6PM or a federal warrant would be issued. Friend is visibly upset, so I got on the line to tell Michael that we had not way back but could find a ride the following day. I was put on hold, a female marine tells me a warrant is coming if we did not get back to a/port by 7PM. She then hung up. Trying to get back to Michael, the number was no longer in use (code??). I asked that a AA shuttle come to where we were (FT Belvoir) - NO this is friends fault. Not sure how this was determined, as person took here luggage from the overhead. I would say this was a MISTAKE. I also suggested that we share the fare of UBER - AA was not going to pay for anything - so we made the trip back to AA. It seems that the luggage we had belonged to a AA employee - HE/SHE should of know better, right???? After talking to a retired FBI we were advised to log a complaint with Fairfax Police for harassment - to my knowledge airports do not have Marines in place, .and of course all airlines have a shuttle service. Passenger from the Maine - DCA name is: Cynthia DiBiase.

I have also mailed this complaint.

Concetta Montanese

20

May 15 - MCO to DCA and Portland, Maine to DCA - On way to destination friend got a call from Michael - AA demanding that she return to airport because she had the wrong luggage. Traffic was such we could not turn around - she received no less than three more threatening calls from Michael that she must return by 6PM or a federal warrant would be issued. Friend is visibly upset, so I got on the line to tell Michael that we had not way back but could find a ride the following day. I was put on hold, a female marine tells me a warrant is coming if we did not get back to a/port by 7PM. She then hung up. Trying to get back to Michael, the number was no longer in use (code??). I asked that a AA shuttle come to where we were (FT Belvoir) - NO this is friends fault. Not sure how this was determined, as person took here luggage from the overhead. I would say this was a MISTAKE. I also suggested that we share the fare of UBER - AA was not going to pay for anything - so we made the trip back to AA. It seems that the luggage we had belonged to a AA employee - HE/SHE should of know better, right???? After talking to a retired FBI we were advised to log a complaint with Fairfax Police for harassment - to my knowledge airports do not have Marines in place, .and of course all airlines have a shuttle service. Passenger from the Maine - DCA name is: Cynthia DiBiase.

I have also mailed this complaint.

Concetta Montanese

20

this was the worst flight in my life. to start I'm handicap, recently took a from Phoenix,AZ. to Greensboro,NC. when I got to Charlotte to switch
planes, when I got the plane the person pushing me in the wheel put by the boarding desk and left me there he said would be right back!! I on had
20MINS. to get to my next plane. of course I it was on the other side of the air port!!! so I ask the lady at the counter if she could help. she told me that she had already called some one and they would be right there, from that point she ignored me. well not knowing the air port I ask people

where the gate was they said the other end of the air port, long story short I ended up paying someone $20.00 to take me there. then on the return almost

the same thing I WANT TO TALK TO SONEONE ABOUT THIS A.S.A.P. (623)565-7681 my e-mail linthicumken@gmail.com prefer phone call

20

Two individual one name Kenzie, both reservationist were very rude when we approached the counter, waiting to be process for boarding passes. they both were rude to me and my son, waiting to be processed through, Kenzie didn't even acknowledge us, made us wait a few minutes and keep typing on the computer . Here I am a Elderly with a cane, needing a wheel chair making me wait to be seated, Kenzie just said you can wait over there and someone will come when it's time to board. My Flight was 5519 leaving at 6:30 pm American eagle leaving Fayetteville NC. Please forward this to your CEO, with a complaint for some of the people who work for you. Thank you sincerely, Valerie J Gonzalez 527 Merritt St. San Antonio, Texas 78227

20

I made a reservation for my husband back in March 23, 2019. I told the gentleman my destination he tried telling me there was no place like that. Well I thought we got it cleared up made reservation but he did not make it for what I ask for. I know the conversation are recorded so I would like to have to tape listen to by someone honest. Please contact me once this is done it was 12:50 March 23. Yes my husband received an email for me holding it for the destination and then an email for the wrong destination. My husband went to the airport at 4am and was told it was not for that area.

20

I suckered in to your promotion to sign up for an advantage mileage card when I was flying a while ago. The promise was 40,000 free miles, priority boarding and my first bag free to check in. So I signed up and also added my partner. I bought a lot of tickets after that and have charged substantial charges to accumulate flying miles. We have yet to receive those promised miles!!!!!!!!!!!!

We recently flew to West Palm Beach Florida and we treated like a piece of garbage with this supposedly prestigious card. We had a layover in Charlotte for over 17 hours. My partner has a bone disease and the coldness of the airport was becoming very uncomfortable for her. No one at any desk would give her a blanket. All the stores were closed by then at the airport and all the motels were booked from a golf tournament according to your announcements. I could not leave and get a taxi to go to a mall or some other store because security was closing at the airport and I would not be allowed to get back in to the terminal.

As though that wasn't bad enough! We were assigned boarding group 9 on all the flights!!!!!!!!!! You charged us each $30 for our bags which came to a total of $120. I bought a seat when I boarded in Phoenix and you charged me just shy of $10. Then my ticket printed out no seat assignment was available and I got a seat when I boarded.
What a crock this card has turned out to be!!!!!!!!!!

On my Dallas to Phoenix flight home I was assigned a middle seat which had a broken tray. Only the left side was attached. It continued to fall down on me the entire flight and the stewardess would not give me another seat. Needless to say I never had a tray to finish up my business reports and I could not set down a cup of coffee or order a drink!!!!!!!

I cannot access my online account for some reason to see the charges on my statement. You have my credit limit set very low for my needs so I have to play a game of making early payments online while I am traveling so I don't go over my limit and get rejected. The problem with that is I cannot see my statements to determine which account should pay which amount on my statement and this has caused a terrible bookkeeping inconvenience for me.

I was walked round and round on the telephone with a robot trying to speak to an agent. When I finally spoke to someone they told me I had to contact American airlines online and did not give me a telephone number to talk to a human being.

We are not impressed!!!!!!!!!!!!!!! Please cash in all the miles we have accumulated and apply them toward the balance on our credit cards. I will then pay my bill off and try something else.

We are extremely upset!!!!!!!!!!!!!!!!!!!

Charlene Zack
(928) 203-0371

20

to whom it may concern
MY NAME IS ALBERT WALKER I AM WRITING TO YOU ABOUT A FLIGHT I JUST TAKEN MY RECOR LOCACTOR # IS YUAZBZ
I WAS ON A CRUISE THAN I WAS TAKEN A FLIGHT FROM MAIMI AIRPORT TO BWI WHEN I GOT TO MAIMI MY TICKET SAID PLANE DEPARTS GATE D22 310 PM I WAS AT THE AIRPORT ABOUT 10AM WITH MY WIFE WE SAT THERE AT D22 TILL ABOUT 250 PM I ASK A AGENT ABOUT THE FLIGHT THEY SAID MY FLIGHT WAS AT D12 NOT D22 NO ONE EVER ANNOUCED IT AN OR CALLED OUR NAME I HEARD OTHER FLIGHTS BEING CALLED WE NEVER HEARD OURS WE PAIDED FOR UPGRADED SEATS WE GOT TO THE GATE AND MISSED THE FLIGHT WE WAS SUPOSSED TO ARRIVE IN BWI ABOUT 6 PM NOW WE HAD TO TAKE ANOTHER FLIGHT TO CHAROLLETE NC THAN BWI WE DID NOT GET HOME UNTIL 1 AM WE COULD NOT FIND OUR LUGGAGE PLUS WE HAD SEATS THAT WAS TIGHT I AM 6FT 2 PLUS THE GAVE US A MEAL TICKET WE WENT TO GO EAT AND THE LADY WOULD NOT ACCEPT IT ALSO WHEN WE GOT OUR TICKET TO CHARLOTTE WE WAS TO GO TO GATE 46 WHEN WE GOT THERE THEY ANNOUCED THE FLIGHT WAS LEAVING AT GATE 12 WE ALMOST MISSED THAT FLIGHT THE AGENT STATED IT WAS OUR FAULT THAT WE MISSED THE FIRST FLIGHT WE SHOULD HAVE BEEN WATCHING THE SCREEN CHANGE ALL DAY THEY WOULD ANNOUCE ANY CHANGES BUT WE NEVER HEARD ANY CHANGE IN OUR FLIGHT OR DID THEY EVER CALL OUR NAME , WE OUR VERY UNHAPPY WITH THIS TIME WE HAD AT MAIME AIRPORT PLUS WE MISSED OUR RIDE FROM BWI WE HAD TO FIGURE OUR METHOD OF TRANSPORTATION AGAIN MY NAME IS ALBERT WALKER MY PHONE NUMBER IS 8048369275 ADDRESS 1330 CEDARWOOD DR HAGERTOWN MD 21742

40

I am an 85 year old diabetic handicapped passemger/ First leaving Dayton for Chattanooga I was charged $30 for my luggage and wheelchair was free.. Leaving Chattanooga for Dayton I was charged $30 for luggage and $40 for my wheelchair. Tried to complain to clerk who ignore me. I understood wheelchairs were free.

Secondly from Washington to Dayton on my return flight I was delayed and sat in a lower level for five to six hours (in a wheel chair. I asked a AA employee if I could have a glass of water and she said no - I sked why and she said I could choke on it ad they would be responsible. I later asked a supervisor for water and she didn't know , but eventually brought me a paper cup half full of water. It was a very uncomfortable layover.

20

My daughter and I were flying business class SLC To Guayaquil on April 19, 2019. We got to Dallas and our flight was cancelled due to weather into Miami. We were rebooked on Take Airlines into Guayaquil and arrived later that night. This flight was far from business class and no luggage when we arrived. Other rebooked folks on the same flight the next day arrived with their baggage. Our luggage did not make it. It arrived four days later. We bought what replacement clothing we thought necessary before we left port but honestly did not buy enough because we thought our luggage would be on the flight with the other arriving passengers. Not much and very expensive options were available on board ship. We suffered and made do. I did not save receipts. We would request $100/ day compensation for each of us and the difference between business and coach Dallas to Guayaquil. I could not figure out your on line reimbursement format.
Brad Talcott

20

I was treated badly when asked over and over about how long before are flight would take off and was told to look at my phone if I wanted information about my flight which was delayed for 8 hr I fight you all a lot and I would like to hear form someone soon my phone number is 1404-304-7942 eastern stand time and you can reach me 24 hr 7 days a week or email me at amccall2call@gmail.com it cost me extra meals and made me miss other arrangement's I had

Thank you.

20

Flight 5753 canceled on Apr 13 from GPT to DFW, DFW to SAN; your system rescheduled next day, I had a 5 pm cruise leaving san diego. Your attended got my bag on flight and I drove to New Orleans took southwest flight to san diego. I was told my return ticket still open on AA return from San to Gpt. when I got to airport at san diego on apr 29, my locator @ZFSKDO dit not work. aa ticket agent told me it was automatly cancelled when I did not make cancel flight. I ended up paying $519.00, new ticket same flight. I have paid twice for same seat on plane. please call me 228-223-6412. I have call 800-433-7300, 800-843-3447 and they tell me I have to go on line to customer relation to get anything done, when I tried your system will not let me put in Apr date. I am very displeased with AA airline and automatic system.

20

My flight AA1886 left Charlotte late which caused a delay in my arrival to Philadelphia. I landed at 3:30 and my connecting flight AA 4872 to Erie was scheduled to leave at 3:44. I asked flight attendant on plane for helping catching that flight and was told nothing they could do. I arrived at the gate at 3:40, plane still at terminal but attendant would not let me board. The flight actually did not take off until ~30 min later. I was trying to get to my 83 yr old father who had a major cardiac event and his prognosis poor. Attendant (M. Dunsmore) told me too bad they already rescheduled me for a flight that left 6 hrs later!! I had to pay extra for my seats but when reschedule was told they could not honor what I paid previously and would assign me whatever seat they had. I am requesting a refund for my ticket. I have never had attendants care less and be less helpful than on this trip. The flight I needed didn’t depart until 4:15 and there was plenty of time to allow me aboard.

20

This is my first time flying AA and it will be my last. Made reservations in January for a flight in May was able to select the seats that worked best for both me and my wife as we both have disabilities. Today I checked on the reservations and all but one of the RESERVED SEATING assignments were changed. I was told that when you buy your tickets the ONLY thing they guarantee is to get you to your destination. The first person I talked to was very rude so I asked for a Supervisor. She also was not concerned about the changes and could not give me a reason why. She basically said that's tuff that is what we do. She said it with a SMILE ?? so that makes it OK. Now I know why they have a 1.5 star rating. If there was a lower than one I surely would have used that. NEVER AGAIN!!!!!!!!!!

20

Record Locator: GOFVYQ
Passengers: Jim Bauman, Martha Bauman, Mackenzie Bauman

I am writing on behalf of myself and my family to explain our upsetting experience with American Airlines on Saturday April 27, 2019. We arrived at Phoenix Sky Harbor at 6:45 AM for our 8:40 AM flight (#590). We were flying home to New York with a connecting flight in St. Louis. We were directed to get on-line to check our bags. The chaos at Sky Harbor was extreme! The line just to check bags was lengthy and snaking around. After about half an hour on-line we began to seek assistance. We stopped 3 different employees to explain the dilemma we were having; despite assurances they would send a Supervisor over, the DID NOT. Although there were employees directing people, NO ONE would help us as we waited in the baggage check line for an hour and a half! By the time we reached the kiosk where we were told to input our names (even though we already had our printed boarding passes in our hands) the computer screen told us we would not be allowed to check our bags on the plane because they were already boarding. The responses we got from the employees we begged for help were:
"you just have to wait in-line to check your bag"
"I don't even know what's going on"
"It all went to Crap here at Sky Harbor at 3AM"
There was an agent at the desk we finally reached who was keeping a list of all the people who missed flights because of the situation. At least 5 families around us were having the same problem. There were 2 men nearby who were actually concerned they would not make their 10 am flight because of the massive delay. I'd like to emphasize these delays were NOT caused by TSA. This delay took place in the American Airlines baggage check area before we even got to the TSA check. (That check, by the way, only took 15 minutes to get through). The lack of help/assistance was shocking and very upsetting. We were told there was no chance we could board our ticketed flight.
We were directed to go to the Customer Assistance Counter where we stood on-line for another 30 minutes. We spoke to Diane (employee # on badge: 393248). She efforted getting us back to New York (La Guardia) for some time. Her ultimate resolution for us was flight #974 in to Chicago to make a connection there to La Guardia. To make matters worse, this flight was delayed close to 2 hours, and when it did start to board, we found out we were considered stand-by, creating more uncertainty as to whether we would make this flight. When we finally arrived in Chicago O'Hare it was approximately 4:00 and we ran to the gate because we were told by Diane that there was a 4:30 plane (flight #30) to La Guardia. We were among 43 other people on Stand-by for this flight. As you might imagine, we were told there was no chance we would get this flight out, but believe it or not, our luggage was on that plane to New York! Coincidentally Chicago was being impacted by a freak, late April snow storm which was forcing, what we found out later to be over 700 flights in and out of O'Hare to be cancelled. Going back to our initial dilemma in Phoenix; By no fault of our own we missed our first flight to St. Louis, ,and American now had sent us to Chicago to be on stand-by in an airport that was virtually shut down. We were obviously sent to Chicago just to get us "closer to New York" without regard to the weather conditions or what would happen after we arrived.
We waited for hours at the gate, all while speaking to multiple people at Customer Assistance and by phone to the American Airlines Help Line, but the end result was the same...we could not be changed from Stand-by to guaranteed seats back to New York. Our wonderful trip was tarnished at the end by the stressful, upsetting situation created by the lack of concern and sense of urgency by the American Airlines staff at the terminal in Phoenix. We finally made it on the last flight bound for New York that miraculously took off in the storm. We were elated to be on board but questioned even being able to take off when we couldn't get on the runway before they had to de-ice the plane!

(As a side note: we received 3 e-mails on Sunday 4/28 telling us to check-in for our flight on Monday 4/29 from Chicago O'Hare to Dayton, Ohio!! We had no prior knowledge that we were booked on this flight. And comically our final destination according to the message was Ohio, NOT NEW YORK. That's just absurd! Did American Airlines even know we flew to New York late Saturday??)

Please explain what went wrong in Phoenix on Saturday morning 4/27/19 and why we were changed from ticketed passengers to stand-by. We feel these are the main reasons why we had to spend a total of over 17 stressful hours in travel, which is unacceptable as it was no fault of our own. Our traumatic experience should have been handled better and with more concern for customer satisfaction.

How can American Airlines explain and compensate us for our very unacceptable experience?

Thank you for your prompt response.

We can be contacted by phone at: 516-334-3748
or by email at: marthabauman@hotmail.com

Martha and Jim Bauman

20

Cancelled AA Flight 1178 April 20, 2019 and Exceptionally Poor American Airline Resolution

American Airline Representative,
I am contacting you hoping for better resolution to the subject problem before I go to social media. After making reservations on October 8, 2018 at the All-Inclusive Saint James Club Antigua for April 20-27, 2019, I made airline reservation with American Airlines (AA) on October 15, 2018 at a cost of $1,310.06. The reservation were as follows:
April 20, 2019
• AA Flight 1178 DCA (6:15 AM) to MIA (9:02 AM)
• AA Flight 2405 MIA (10:45 AM) to ANU (1:53 PM)
April 27
• AA Flight 2405 ANU (2:53 PM) to MIA (6:40 PM)
• AA Flight 2648 MIA (8:37 PM) to DCA (11:12 PM)
On March 26, 2019 when I checked there was a slight change in Flight 1178 boarding by 15 minutes.
TEXT MESSAGE: On April 19, 2019 via a test message at 5:51 PM I was informed my flight to Miami has been cancelled, and “Passengers will be rebooked and notified soon.” I waited over an hour and half with no communication from AA so I called. I receive a can answer that due to the high volume of caller, I was instructed to leave my name and number I would be in the que and called back in 1 hour and 17 minutes. At 8:05 PM while waiting I received another text from AA saying choose your new flight with a link to select. I selected the link and it did nothing
AA CALL BACK: I can’t remember exact time it was over an hour and 17 minutes when I first call but I did get a call back. The female AA representative was very polite and apologized ahead of time for the cancellation but said it was for weather. (Note: Planes took off from DCA in the morning with no weather delays. The weather cancellation was due the plane never leaving MIA to come to DCA.) The AA representative started looking and after a good five minutes of searching she could not even get me to Antigua on Wednesday. Her solution was for me and my wife to hop in a car at close to 9 PM at night and drive to MIA to catch the AA flight 2405 at 10:45 AM. Even if I wanted to do that, it is over a 15-hour drive from my Woodbridge VA home to the Miami Airport so that was not an executable option. She told me it was best if I tried to book on my own with another Airline and that was all she could do but to call back to cancel my reservations to get a refund.
MAKING NEW AIRLINE RESERVATION: I was freaking out because at his point I believe my vacation booked way in advanced was going to be cancelled and I’d lose the money I had already paid to and all-inclusive resort. After a lot of searching I did find a JetBlue Airline flight to San Juan and then a Liat Flight from San Juan to Antigua getting us there a 4:00 PM on April 20, 2019. My search was for round trip and only 2 were left so when I went to pick the return flight, I picked the same AA returns flights we already had and booked it because I was afraid if I went back and did a one way trip from DCA to ANU it would be gone. Flight cost me $3,052.26
CALL BACK TO AA TO CANCEL RESEVATION TPHXOD: Again, I had to leave my name and number and waited to be call back. After 37 minute I got a call back from an AA representative and cancelled our original reservation and she said I would get a full refund ($1,310.06) in 7 to 10 business days. I inquired about any other compensation and she no nothing, end of conversation.
BOTTOM LINE: Because of the cancelled flight it cost me $1,742.20 more to fly to ANU. I understand no one can control the weather but AA had no other viable solution and offered no compensation what so ever. My friends and co-workers could not believe AA’s response to the situation. Your Flight Attendant Video on the plane thanks passengers for selection American Airline when they have other choices. After reading many other AA complaint many may decide not select American Airlines.
VR,
Timothy E Bowen
703-878-4257
703-515-2384

20

On Tue. April 9, my wife and I boarded an American Airtline flight iat the CAnton /Akron Airport bound for CHarlotte,NC. AS we neared our destination , we informed by the pilot that NO planes were being allowed to land because of a severe lightning storm, After circling for a period of time we landed,Immediately baggage handling crews began off-loading ALL passengers" luggage in a downpour. Needless tio say, that when we finally arrived at our daughters' home , we found that all our luggage was soaked, both inside and out.
Such careless handling of our possessions is inexcusable and reflect badly on the thoughtfulness of a major corporation.
No apology or explanation was forthcoming. THis failure speaks volumes about the professiional of you organization.
Something action needs to be taken,
Our daughters recently relocated to the CHarlotte area from Denver, so we will be visiting them often. Depending upon the action of American Airlines , it remains to be seen whether we will avail ourselves of yiour services again!!!

100

ON Tue April 9, my wife and I departed Canton/Akron Airport bound for CHarlotte,NC. Approaching Charlotte, we were informed that we would be in a holding pattern for no flights were being landed because of the severe lightning storm at the field. When we were finally allowed to land it was pouring rain. Baggage handler immediately ser about off-loading luggage, even though there was no let up in the rain.
When we arrived at our daughters, we found that everything inside and out was soaked.
Not having flown with American before, to say that we were disgusted is putting it mildly!
Such inconsideration should never be the hall mark of a top flight operation.
Our daughters recently relocated from Denver, CO and we will be travelling often to visit, but not with American Airlines. NO explanation was offered for such shoddy handling of all passengers luggage.

20

On Easter Sunday I was in the Orlando Airport checking in to my flight back to Dallas-Ft Worth Airport Flight #2489.
I had just got back from a 7 day Cruise and we were returning home. When we arrived to check-in at B3 at about 9:20 am on 04/21/2019 at the Orland Airport we went to check in and was at a Kiosk to check in. An American Airlines employee walked up to us and started barking orders to us VERY RUDELY that we had luggage and was at the wrong Kiosk, when needed to go to the other one because we had luggage. She was very RUDE. We moved to the correct one and that just bothered me because Customer Service is no longer around, even at the Number One Airlines. I went over to ask her name and she covered her badge so I could not see her name and asked why. I explained how RUDE she was. She was a middle aged black lady with a bun on her head and glitter eye shadow. Then an employee by the name of Shennel came over and was not aware on what was going on, So I got her name and walked away. As I was walking away I heard one of them under their breath call me a BITCH. REALLY this is what Customer Service has come to. Then I spotted a woman that looked like a Supervisor named Andrea Csibi (not sure the spelling I was upset).
Shennel came over to see what was going on and I explained the situation on how RUDE the other employee with the bun in her hair, the Supervisor did not know the black lady name. Shennel tried taking up for her but she did not see any of what was going on.
If it was not for us as passengers they would not have a job.
This was very upsetting to me and I think you should know what kind of people you are hiring and this was totally unexceptable as a large company.

Shelah Metzger
750 E Mid Cities Blvd, #2102
Euless, Texas 76039
469-964-7748
m_shelah@yahoo.com

20

i need wheelchair asst.i booked a round trip record spbgwp 3 1 19 to tulsa .I sat at gate 2 hrs before fleight,when they boarded no one came for me. after they called group 7 and it appesared they were done i got attention of pilot who got help, i paid for upgrade to 5a ,when they boarded me , i was put in front by door across from galley. i was so cold i couldn't stop shivering. i asked to go to seat i paid was not acknowledged. attendant saw me coughing and told her i was so cold i couldnt feel my feet or hands. she got me her own coat and covered me. when i arrived i felt worse. 3 days later i was admitted to baily hospital with pneumonia,had to stay over ,could not fly, son had to come from chicago to drive me home. saw dr,contiued treatment,too sick to contact you immeadtly, was admitted to hospital in elmhurst il with pneumonia ,never recooperated from my experience,have congestive heart failure from prolonged illness. why wasnt i boarded until i found sonmeone to help me? why was i left to become so cold i becamne ill?I have proof of all of this.why when i was crying from cold wasI not put in seat I paid for?I thought your policy was to help handicapped.This experience was inexscusable,and shocking that ot was allowed to occur. I took out insurance but was told when i called to explain i had to cancel because of illness ins doeasnt apply when using miles. I wuld have to pay fee to rebook, which i was to ill to do. I will ursue this incident to media if neccessary ,would like a love contact with explaination of how something like this could occur,my comtact phone is 708 562 8917, I was just released from hospital after 9 days,have many dr appts because of the manner i was treated by american airlines. please leave name and number if i do not answer,i will return call asap. I will be receiving treatment for an unseen amount of time, Rose Hinde 828 alcoa ave melrose pk il 60164 708 562 8917,home phone, lh1215@sbcglobal.net, this is to serious to ignore,I would like this handled in the serious manner for what it is,thank you for a prompt reply and quick resolution to an incident of pure negligence on the bpart of american airlines.

20

Had an emergency at home came back to the airport the next day to come home then had too buy another ticket to charlotte cash $457.00 ticket number 0012350242058 pnr code EWRORU bad customer service in providence at the airport very upset with this airlines i will like a check for the over pay of this ticket on 4/22/19 never thought that this could happen and that a company doing so much for the public will laugh at me while i was in line for 45mins i would like a check sent to my home i did not pay for it with a credit card they made me use their credit card that was located on the side of the wall address 128 aiden farm ct mt holly my name is Marcus T Wilson

20

on 4-13-19 my son and i were traveling from Buffalo, NY flight 4009 with a lay over in Chicago our flight from there Dallas 2300 was cancelled due to weather as well as our flight to Killeen Texas 439. I received a notice via e-mail advising me of the cancelation for the Killeen flight. The problem started with us boarding the flight to Dallas and then having to get off the plane after waiting for and hour on it to leave. once off the plane we were told to wait in a line and try to get another flight which i did for 4hrs. Then all of a sudden the staff slowly starts leaving 1 by 1 the last lady was very rude to myself and several people who were in front of me and behind me she stated " I'm closing after this so your gonna have to wait till tomorrow or get in line at the ticket counter in the morning I need to get some sleep myself." I was total lost for words that no one from your company offered any kind of help for the ones left waiting. They said there were cots being set up but everyone i asked had no ideal where they were, my son slept on a baggage cart in the main lobby. We ended up taking a flight to St. Paul Minnesota DL 4182 to Wichita Kansas on completely different airline and then renting a car and drive 8hrs to Killeen Texas at a cost of $269.09 on top of what i paid for my tickets. Then on way home our info was in system but had to be retrieved before we could get boarding pass by the attendant almost didn't make the flight I feel your company could of handled this situation in a better matter and some kind of compensation should be offered for all this inconvenience.

20

AMERICAN AIRLINES

RE:
Verna L. Kokmeyer Frequent Flier # 8453576
Frank A. Kokmeyer Frequent Flier # 8454616

My husband and I have long travelled with American Airlines, and we have also had American Airlines CitiCard Credit Cards for many years. More recently, my husband opened a new business credit card with American Airlines. We were attracted to the offer of miles to use for travel.

Over the past few years, we have used our miles to travel to central America, including travel to Roatan, Honduras. This is definitely the benefit promised when we obtained AA credit cards, but we found out on our last trip, there is a severe downside of using miles for travel. This is never told people who sign up for the card.

Verna Kokmeyer Record Locator: KMQHQK
Frank Kokmeyer Record Locator: XIGWYI

Flying to Roatan on April 2, 2019, we were to return home from Roatan on April 13. We were to arrive home on April 14 on a flight that connected in DFW. We understand that was especially problematic due to sever weather in the Texas area. After several delays, our flight (2308) was cancelled. I waited almost 2 hours in a line which I incorrectly assumed would precipitate rescheduling of our itinerary. Instead, the only purpose was to give us lodging and a meal voucher. We have a place in Roatan, which we could have left for if we had known no flights were being rescheduled for anyone in the very long line. How nice it would have been to have an agent just inform us of what what happening. When I got to the front of the line and they found out I did not want to take advantage of lodging, the agents just walked around looking everywhere but at me. I would advise you in your training programs—assuming you have some—to encourage agents to act like they care, even if they couldn’t care less. I was told the only solution—although I was at the AA counter—was to call AA. We might also be contacted, except although we were staying at a well-known resort, since it was not one they offered, we might not be reached. We left contact info, but to the best of our knowledge, Infinity Bay on Roatan was never called. When we got back to our lodging, I spent another 2 ½ hours on hold with American Airlines. Our resort also called their contacts. By morning, we had still not heard anything about when we would leave, and we finally just headed for the airport. Although we had always received text or email notifications, none were received. The agents suggested maybe AA would be sending another plane for all the people whose flights were cancelled and that was the reason given for not scheduling us. The only emails I received, referred to incorrect flights—like the booking of a Dallas flight, when we had no flight to Dallas.

At the airport, we were quickly shuffled on a flight departing for San Pedro Sula. Not the place we looked forward to being, especially with the reputation for the airport and area lacking safety. However, in this case, we were assured that when we arrived, American had already scheduled our travel to Miami and beyond. We were told we’d receive boarding passes at the airport. We waited in line with all the others on that flight, fully expecting American Airlines to horror the promise to us. This couldn’t be further from the truth. All others were given boarding passes or put on stand-by resulting in a Miami flight, but we were told no seats were reserved for us. Why? We were told it was because we were traveling on award tickets. In other words, those who paid whatever were taken care of, while the two of us, who had been a part of your mileage program for years, and had probably flown more with AA than anyone else (each of us has had gold status for years) were left to stand around for another couple of hours. In fact, my husband waited in a wheelchair which he needed to use on this trip. No solution seemed possible. I believe the agents at SPS were trying to help, but it seemed the buck stopped with the AA Agents on Roatan, and communication was lacking. In the end we were offered lodging in San Pedro Sula, airport / hotel transportation and a $12 voucher for dinner. The voucher didn’t begin to cover the cost of dinner at the hotel, much less breakfast, but that’s beside the point. Our poor treatment was undoubtedly the result of our “free” tickets. When you promote your credit cards on flights, magazines, and mailings, you should add that the result of using the miles might leave one stranded somewhere when you choose to fly with the reward. It was obvious that everyone else will be better served.

Our flight home the next day was from San Pedro Sula / Miami / Philadelphia / Grand Rapids, MI. We are glad to be home, but every step seemed to include a fight and extremely long waits while agents stood around without a solution.

I’ve long been puzzled by American’s policy regarding reward tickets. If I buy a ticket, I can upgrade. When I have an award ticket, no amount of miles or money enables an upgrade. That problem now seems insignificant compared to the greater problem of having less reliable tickets.

Do I want miles in compensation for the nightmare we experienced? Maybe. We should not have “paid” for the last flights. However, we have all but lost faith in the your “reward” system and will be careful in their use. I wouldn’t even waste my time writing American, if it had not been for so many years through which we have felt more than loyal to your airline.

Verna Kokmeyer
Frank Kokmeyer
10641 Gun Lake Road
Middleville, MI 49333
269-998-0292

20

Have not been contacted since the 18th when we paid hotel overnight and then had to book on Alaska to get back to Seattle from Spokane....flight attendants on the Delta flight we were put on were not informed we had a plane to catch in Spokane and as a result, we were there two minutes after the Alaska flight gate closed in Spokane after running about 1/4 mile to get from one terminal to the next. American booked us, American is responsible. This is unsatisfactory...there is no pigeonhole to request compensation only a refund. Not interested in a refund, furest half of the trip went smoothly....interested in being COMPENSATED for hotel stay of four hours, getting up at 03:00 to catch a flight to Seattle on the 18th.

20

It has been almost a year since I made a complaint about my flight from New Bern N.C. to Miami. I have sent all information requested and have not heard a thing from your airlines.

20

Held on the ground in Chicago for crew, when crew arrived (Captain) took off 1/2 hour late, passed Minneapolis to divert for fuel to Sioux Falls, back to Minneapolis, rebooked again for Spokane on Delta, late taking off once again, missed connecting flight by two minutes, (door closed we were told) and plane took off while we were standing at the gate (Alaska for Seattle).

Itinerary: START: Portland Maine, Philadelphia, Chicago, Sioux City Iowa, Minneapolis, Spokane (Spent the night, paid out-of pocket for Hilton Hotel , paid out of pocket for Alaska Airlines 05:50 Flight to Seattle. That would be the short story.

I need to speak to someone. This cost me business time, a hotel stay and a personal booking and arrival one day after schedule.

What I would find reasonable is a substantial travel voucher. If this cannot be resolved today...we shall pile it on.

What say you? 360.731.7614

20

I flew into DFW from Ft. Meyer's on Sat.April 13th @4.00 pm. Gate agent told me he couldn't get me a seat until April 16th my original ticket was for 4 pm on April 13th. A spent 2 nights in the air port before I had enough. I purchased a ticket from delta for $688.00 just so I could get home. American air lines didn't have enough staff to get me out of Texas. I think AA. Is the worst air line. I.Will never use AA. Again

20

I have been on the phone on and off all day waiting to book a reservation, i have had to wait hours for calls back! I just got a call and the girl hung up on me.I am not a happy camper at this point, i need to book a reservation asap before the prices go up. Your customer service is not very friendly.I would like a manager to call me back asap.I rate this customer service at the moment a big fat 0

20

Platinum Pro P7A3636 -I am writing to complain about Delayed Flight 853 from BNA to PHL on April 15, 2019. After getting up at 3.45am this morning and checking the flight status to ensure the 6.26am departure was ON TIME, we were notified at the gate that the flight would be delayed three (3) hours because there was no available pilot. As a result , I will miss a scheduled 11.00am meeting and my day is pretty well shot. I understand weather delays and mechanical delays but it is inexcusable to have a delay because the flight didn’t have a pilot. Your website specifically states that American Airlines ensures that it will have adequate resources available to meet passenger needs. Moreover, to not notify the passengers of the delay until Boarding Time is deplorable. I respectfully request some compensation for this unnecessary inconvenience in the form a miles credit to my Frequent Flyer account (P7A3636) or, better yet, a elevation in status from Platinum Pro to Executive Platinum through 1/31/2020. Thank you for your cooperation.

20

American,
Have to vent on this one...Yesterday My wife Joanne and I had return plans on American at 11:45 at Tampa International Airport we were on vacation at Siesta Key Beach. We got up at 5am with our relatives and headed out to the airport to head home. First of all I was sick for the last 3 days with a stomach virus and was looking forward to going home. I had a Doctor's appointment later in the afternoon back in our town of Clifton Heights PA. in the morning and felt ok and was just forward to going home but American had other ideas. First as we leave for the Airport my wife gets notification you canceled the flight. So you don't replace that flight. Your next flight was now 2:26 pm..and we now on stand by as we should have been added to the next flight...we didn't cancel the flight you did ...Well you quessed it...we weren't able to get on the stand by flight ...The only chance to make the Doctor's Appointment was gone. So now we are on the 5;02 Plane back to Philadelphia ...by that time the stomach virus kicked in full tilt...I could have been home and looked out and was feeling like hell...That 5:02 plane now becomes a 6:30 take off ...and I was in full pain ..no doctor just suffering ...we landed in Philadelphia at 8:50 pm ..and by the time we got home it was 10pm ...we spent the whole day in Tampa Bay as I felt worse..Oh remember the standby flight at 2:36..well one of our bags went home ..we didn't...then we met your customer service reps for the finding of that bag...while I was in pain..I don't need that.hell...everyone wants respect but the customer is always told to quiet up while they explain their side of where the bag is..and how a report has to be filed and then they will find the bag..or go to Section A while we were in Section F and told it was a short walk outside in the rain to Section A Yes we did get the bag in section A ..One rep was nice while the other Rep said my wife couldn't look through the bags..so you can see the kinda day your airline provided. ...but I feel after the first flight was cancelled your company could have done more...everyone ask for our business every day but no one cares after they get it..and if we didn't fly your airline you don't have a a job..I normally don't complain but this was a back breaker … You can look up our records yesterday ...Ray and Joanne Thomas 43 Walnut Street, Clifton Hgts, Pa. 19018...610-329-8368 ...Thank you...

60

I purchased a First Class ticket for my trip. Toledo to Chicago, Chicago to Puerto Vallarta on March 17, 2019. Flight #AA-2338. Before boarding, I was called up to the counter to tell me that their was a problem with my seat, and I would have to wait before boarding. Everyone was on the plane ready to go but me. Now I have some back problems, and that is one of the reasons that I purchased that first class ticket. Now I do know that I flew from Toledo to Chicago in a very small plane, but it was only a 45 min trip. That's doable. The Chicago to Puerto Vallarta was 41/2 hours long. Well after about 15 min of either not knowing if I will be able to go on this trip, I was told that I could board. Well the problem with the seat was it couldn't recline. I did get a picture of the tape with writing on it saying INOP RECLINE. So the story is that I had to sit up completely straight up in a First Class seat that I paid over $1,100 for the whole trip. I did ask if there was a coach seat available for me to sit in instead at least I would of been able to sit back. They said it was a full flight. I was very uncomfortable. I would of rather just stayed back and took the next flight out if I knew I was going to have to sit there like that.

I don't fly first class. But for the comfort of my situation, I purchased that first class seat.

I usually always fly American Airlines. In fact I have your credit card so I could fly your airlines more. But this was terrible.

I would like somebody to email me back with some kind of something. The 1,400 flying points that the Attendant promise me was ridiculous.

I would like your feedback on this.

Thank you

Valerie Hobbs
Vhobbs14@yahoo.com

20

I was told I had to check my carry-on case on flight AA2629 from MSP to DFW, scheduled departure 18.29 on April 10th, 2019 as it was so busy. From DFW I was then scheduled to transfer to my connecting flight to El Paso (AA5874), scheduled departure 22.15. I was furious on arrival at ELP to find my bag did not arrive. Registered my bag loss with the agent in the Baggage Reclaim (ref delayed baggage receipt ELPAA04003956) and have asked for my bag to be sent to my hotel on the 08.00 flight arriving from DFW today (Hampton Inn, 12088 Gateway West Boulevard, El Paso, TX 79936).

Why didn't American check-in attendants at MSP prioritise people with connecting flights to have carry-on bags and those terminating at DFW check in their bags. This is so frustrating and has ruined my trip. Very unhappy with the service of AA. This could have been avoided with a little thought.

I am due to leave DFW on AA5963 on Friday April 12th at 18.17 to get my flight home on BA/AA6153 to LHR, so have very little time in the US to be reunited with my bag and its contents. I need American to deliver and get my bag to me today (Ref: Bag tag: 4001487157).

Jonathan Garrett
Mobile: +44 (0)7803 234314

20

On my fight from charlotte NC to Jacksonville NC, fright AA5161, 4/8/19, PNR: ERAVPT.
MY FLIGHT WAS CANCELED AND DELAYED OVER 10 TIMES WITHIN A 5 HOUR WINDOW SPAN WHICH CAUSE ME TO RUN FROM ONE GATE TO ANOTHER TO THE CUSTOMER SERVICE DESK BACK AND FORTH WITH HOPES TO GET ON A FLIGHT TO RETURN HOME. MY BAGS WAS LOST IN THIS PROCESS AND I HAVE NOT RECIEVED MY LUGGAGE AS OF TODAY 4/10/19. MY KNEE WAS INJURED AND I WAS IN PAIN DURING IS AWEFUL PROCESS. I WOULD LIKE A REFUND OF MY PLANE TICKET TO ACCOUMADATE MY PAIN AND SUFFERING DURING THIS TIME.

20

On April 7, 2019 I had a layover in Chicago OHAR Airport flight was suppose to leave a 5:45pm, we boarded the airplane we started to move then the pilot said due to thunderstorm and lightening there was going to be a delay as we sat on the plane(understandable), then the rain stopped, the airplane started to move, then we stopped again with the announcement from the pilot saying we should be ready for take off in 15 minutes, well 15 minutes turned into 10 minutes of taking off then 10 minutes of taking off turned into 2 minutes of taking off, 2 minutes of taking off turned into we have to go back to the gate for more fuel, getting more fuel turned into the flight was cancelled and we had to get off the plane to see when we can get the next flight out the attitudes at that counter was despicable after having to sit on that plane for so long and being very exhausted. I was do to be in Cleveland Ohio at 8:02pm Sunday April 7, 2019, when we got to the counter to see when will our next flight leave, we were told going to Cleveland, Ohio next flight out would not be until the next day which would be Monday April 8, 2019 at 12:30pm, which was very inconvenient for me because not only did I have a very important mandatory meeting at my job, I had lost a whole day of pay, yes I was offered to stay at a nearby hotel and was told that I would have to pay half of my hotel stay which I thought was a incredibly horrible offer, this was nothing I had planned in my budget nor did I plan to loose a day of work of which made me to be forced to use another PTO day of which was suppose to go on my next trip, I do understand that things happen, but there were many many planes pulling off before us WHILE WE SAT ON THAT PLAN FOR THREE(3) HOURS UNTIL Our BEHINDS WAS GETTING NUMB. I would like to be compensated for my hotel stay that was charged to me twice($98.79) of which one is in the process of getting credited to my bank account. There were people that could not afford to get a hotel for that night and had to stay at that airport from about 9:30pm until their flight was ready to leave the next day, I'm sure that had to be uncomfortable for them. This was my first time using American Airlines and was hoping it would not be my last. At the beginning everything was great going to Las Vegas, but coming back was a really bad frustrating experience for me and others. If this is how we as paying customers are being treated, then I will continue flying with Delta and others. I really hope to hear from you soon.

Thank you,
Susan L. Johnson/Mauldin

20

My colleague had a delayed flight in Charlotte on 8 April. I called the customer service rep to get a status on the lost/delayed bag. I was told it was in Charlotte and it should be on the next of two flights, the second being a bit after 12. At 1412, they are STILL waiting on someone at the lost baggage department in Charlotte to send a message back about when it will be put on a plane to Augusta. Is there nobody working in that department? Do they care about a paying customer not having a change of clothing? It would seem that once they have your money, the hell with you and customer service from then on.

20

ALWAYS LATE IN CONNECTING FLIGHTS . WE PAIDED FIRST CLASS TO JAMAICA HAD NO SEATS BY MY HUSBAND ON WAY BACK SAT NEXT TO A ( emotional support dog) which owner claimed was kool cus her dog can fly with her free. Flights attendents more interested in dog than us first class paying customers . We started flying economy why spend extra money on late flights. we fly often another flight no water we had to use hand wipes . just plain disrespectful was told to complain on wedsite. todays flights for my brother was agained delayed by 2 hrs touch down in ILM. waited 45 for customer phone service.

20

AMERICAN AIRLINES FLT # 5388, 3/24/19 - WHITE PLAINS TO CHARLOTTE

THE PLANE WAS TO DEPART AT 7:00 PM. WE WERE NOT ALLOWED TO BOARD UNTIL 7:20 EVEN THO THE PLANE WAS AT THE GATE AND READY TO GO.

MY SEAT WAS 2A. THE MAIN REASON FOR THIS COMPLAINT WAS THE VERY LARGE FEMALE IN THE SEAT NEXT TO ME. SHE WAS UNABLE TO PUT HER SEATBELT AROUND HER - HER SIZE CAUSED HER BODY PARTS TO 'OVERFLOW' INTO MY SPACE. MY CONCERN IS THAT THIS WOMAN SHOULD HAVE HAD A SEAT FOR TWO - FOR HER SAFETY AND THE SAFETY OF THE OTHERS ON THE PLANE. WHEN THE FLIGHT ATTENDANT WAS CHECKING UPRIGHT SEATS AND SEAT BELTS- I ASSUMED HE WOULD HAVE NOTICED THAT SHE DID NOT HAVE HERS ATTACHED.

IT WAS THE MOST UNCOMFORTABLE FLIGHT I HAVE EVER BEEN ON - HAVING HER BODY PARTS INCLUDING LEGS, ARMS AND SHOULDERS IN MY SEATING AREA. TO GIVE YOU AN IDEA- I WEIGH 270 LBS AND THE FEMALE IN THE NEXT SEAT WAS WELL OVER 100 LBS MORE. I WAS UNCOMFORTABLE TRYING TO ADJUST AND MOVE MYSELF IN MY SEAT. I WANTED TO SAY SOMETHING TO THE FLIGHT ATTENDANT THAT HE SHOULD HAVE NOTICED, BUT I WOULD HAVE HAD TO REGISTER MY COMPLAINT WITHIN EARSHOT OF THE LADY IN THE NEXT SEAT.

WE HAD BEEN TOLD BY THE FLIGHT ATTENDANT THAT OUR CONNECTING FLTS WERE WAITING - I WAS HEADED TO MELBOURNE, FL (FLT AA 5387 - DEPARTURE 9:27). UPON ARRIVING IN CHARLOTTE, NC, I DISCOVERED THAT MY FLIGHT HAD ALREADY LEFT. THE AA STAFF AT THE DESKS TRIED TO FIND OTHER FLTS TO GET TO OUR DESTINATION, BUT NONE WERE AVAILABLE THAT NITE.

AFTER TWO HOURS, WE WERE GIVEN A $12.OO FOOD VOUCHER AND WERE UP IN A RAMDA INN RADISON NEAR THE AIRPORT. THE NEXT MORNING, I WENT TO THE AIRPORT AT 8:30 FOR AN 11:30 FLT TO MELBOURNE FL. THIS PLANE WAS ON TIME, WE BOARDED AT11:30. AFTER ALL PASSENGERS WERE ON THE PLANE - WE WERE NOTIFIED THAT THE PLANE HAD A MECHANICAL ISSUE - TOO MUCH HYDRAULIC FLUID, SOME NEEDED TO BE REMOVED. AFTER THAT, PILOT NOTIFIED US THAT A SWITCH WAS BROKEN AND WE WOULD BE ON THE PLANE UNTIL ANOTHER SWITCH COULD BE BROUGHT AND THE BROKEN ONE REPLACED.
WE WERE ON AN AA SPIRIT. AFTER 1/2 HOUR, WITH NO AIR CONDITIONING, THE FLIGHT ATTENDANTS SERVED BEVERAGES TO THE FIRST THREE ROWS IN FIRST CLASS AND TWO AA PILOTS THAT WERE CATCHING A FLT SITTING IN COACH.

FIFTEEN MINITES LATER, I ASKED IF THE REST OF THE PLANE WOULD BE SERVED - I WAS TOLD NO - THAT WAS ONLY FOR FIRST CLASS.

TOTAL TIME SITTING IN THE PLANE WITH NO AIR CONDITIONING AND NO BEVERAGES AT THE GATE AND ON THE TARMAC WAS WELL OVER AN HOUR.

IN CONCLUSION, A FRIEND DRIVING FROM VERO BEACH HAD TO TURN BACK SUNDAY NITE AND RETURN THE NEXT DAY TO PICK ME UP, SHE HAD TO LEAVE WORK DAY TO GET ME FROM MELBOURNE. IN ADDITION TO ME MISSING A DAY OF WORK BECAUSE OF THE MISSED CONNECTING FLIGHT ON 3/24/19, THESE TWO FLIGHTS ARE THE WORSE, UNCOMFORTABLE FLIGHTS I HAVE EVER BEEN ON.

AGAIN, I WANT TO EMPHASIZE THAT IN TODAY'S WORLD, SITTING NEXT TO A VERY LARGE PERSON - NO ONE SHOULD HAVE TO EXPERIENCE THIS. THE FLIGHT ATTENDANTS FAILED MISERABLY. IT HAS TAKEN ME HOURS TO FILL THIS OUT - NOT BEING A COMPUTER SAVVY PERSON - WHERE A SIMPLE PHONE CALL WOULD HAVE SAVED ME A GREAT DEAL OF TIME AND AGGRAVATION .
JAMES DICKERSHAID

20

Besides having 2 delays on initial flight and connecting flights.i am 71 years old and a disabled Vietnam nam vet.
I was confused on what gate I was to be at in Chicago ohare. I respectfully ask a AA employee if I was in the right area. He just go straight down the escalator but he said in front of our customers “it’s wriiten right here on your boarding pass don’t you know how to read”. People looked at me and I was embarrassed and humiliated by his actions.
You should think strongly on giving classes on how to be a respectful and courteous employee.
They should know it’s part of their job to help customers and also protect the credibility and integrity of the company.
John Maratea
609-410-0190

20

This letter details the events that lead up to our missing out on what was supposed to be a wonderful 7-day Western Caribbean Cruise vacation. A day that began with excitement and anticipation quickly turned into a nightmare that left us furious, frustrated, and disenfranchised due to various delays with flight # AA 1340. This cruise was planned on the Holland America-Nieuw Statendam ship several months in advance. On the day of our departure from Reagan National Airport (DCA), me and my travel companion, Ms. Deborah Burroughs never reached the pier because of the continuing “delays”. The ship was leaving from Fort Lauderdale, so we flew into Miami and arranged for a transfer to the pier in Ft. Lauderdale. The ship was scheduled to sail at 5 PM on Sunday, March 24, 2019.

Originally, we were booked on flight # 1178 departing DCA at 6:10 AM, arriving in Miami, 8:47 AM, which was ample time to reach Miami and get to Ft. Lauderdale. A week prior to the cruise, I was notified that the time of departure had changed from 6:10 AM to 8:00 AM and the flight # changed to AA 1340. This did not cause us concern because it was still an early flight. The morning of our departure, I received notification that flight # AA 1340 was delayed until 11:00 AM. Within moments, I received another notice that the flight was delayed until 12 noon. We were clinging to hope that this would be the final delay. However, we soon realized that the departure time had changed once again to 12:30 PM. We boarded shortly before 12:30 PM, feeling hopeful yet anxious that we could still get to the ship on time barring any further delays. Once on board; and before leaving the gate we were notified by the flight crew that there was a mechanical issue. The mechanic came and resolved the issue in approximately 20 minutes. We proceeded to leave the gate for take-off and the flight crew announced that a light came on and we would be returning to the gate. The mechanic came aboard to repair while we sat on the plane. By the time we finally took-off, it’s close to 2 PM. We arrived in Miami a little after 4 PM, retrieved our luggage which was given priority tags, but came out no quicker than any of the other bags. We realized that it was absolutely hopeless; and we were not going to make it.

At a point during all of these delays, I contacted the cruise line’s 1-800 number several times to notify them that we were experiencing flight delays, but we were on our way. As the probability of making it became bleak, I made calls directly to the ship at a cost of $8 per minute and spoke to someone expecting to hear they would wait for us to arrive, as they sometimes do at ports when guests are late returning to the ship. We needed a miracle!

Upon arriving in Miami, I retrieved a message that had been left on my cell phone from Holland America confirming that it was no way we were going to make the ship in time and that we should consider flying to the first port on the cruise which was Ochs Rios, Jamaica. However, meeting the ship at the next port would not be possible until Wednesday, March 27th if we decided to do this. It would mean losing 3-days of our 7-day cruise. Needless to say, the thought of having missed the cruise and now accepting the reality that we have to return home left us filled with anxiety and disappointment. We went to the AA ticket counter. We were told that AA would indeed send us to Jamaica to catch up with the ship. But we decided at that time to cancel the trip and get return tickets home for the next day (Monday 25th). We were given a voucher for one night at the Holiday Inn International airport hotel which was sub-par at the best, and two $12 food vouchers each which we felt were insufficient. We had to add money to it to cover the cost of our meals. Lastly, we were also told by an agent that the breakfast in the hotel was complimentary, which was incorrect.

Before actually making the decision to go home, we returned to the AA ticket counter the next morning and spoke with a ticketing supervisor whose name was Carmen. We were reconsidering our options. Carmen did not seem eager to assist us. Carmen initially told us we could not get tickets to Jamaica which we had been told by agents the night before that we could. Carmen told us that she needed to confer with her manager, and left us standing there for nearly ½ hour. Another agent walked up and questioned why we were still there. We proceeded to explain that we’d missed our cruise because of flight delays and that Carmen told us that we should never have received tickets to return home. After speaking to her manger, Carmen said that the tickets could be changed so that we could go to Jamaica if we still wanted to. She told us there were no other concessions available to us. At the very least, we needed a voucher for another hotel night in Miami, more food vouchers and accommodations for one night in Jamaica. We were told we could only receive one hotel night in Miami, no more food vouchers and use our own expenses for hotel and food in Jamaica. If that is your policy, we know that you are at liberty to make exceptions. The reason we were unable to meet the ship until Wednesday was because on Monday the ship was going to a private island and Tuesday was a full day at sea. There was absolutely no empathy for what we were experiencing. It was time to return home.

Our Monday flight home was originally scheduled to leave Miami at 4:20 PM, arriving in Birmingham, AL at 6:22 PM. We were told that all other flights were completely booked and that was the only flight we could take to get home. That flight was also delayed until 5:30 PM due to mechanical problems, (deja vu)! Because of that delay we ultimately missed our connection in Birmingham which would have gotten us home at 9:30 PM, Monday night. AA booked us on a 6:05 AM flight for the following Tuesday morning. We were hoping to return home Monday night. We definitely did not want another overnight stay and tried desperately to get put on another flight even if it meant booking us with another airline. We had to get another hotel voucher for Holiday Inn in Birmingham and food vouchers for dinner. When the agent in Birmingham printed the vouchers, I noticed that the hotel voucher we had been given had the same address as the hotel in Miami. Upon comparing the food vouchers given to us with the ones I’d received electronically, they too were the same as what we received in Miami. The airport was closing; the agent had to place a call to someone else that then had to instruct her on how to correct the vouchers. This entire experience was a case of all that could go wrong did go wrong, it was surreal. Other than the fact that we arrived home safely, the only thing we can say good is that our flight home on Tuesday morning was pleasant. There were no delays, it left on time and we were back at DCA by
9 AM.

Missing what should have been an incredible cruise has caused us loss both mentally and monetarily. We cannot get back the time and energy that went into planning and preparing nor the enjoyment that we would have had on this cruise. Only memories of what could have been. No photos and stories to share with our families and friends.

The amount we paid for the cruise alone was $2,274 which was a special promotion and was deeply discounted for a luxury suite on the brand new Holland America ship. We feel we’ve been robbed of great fun, food, excellent music and entertainment, shore excursions, spa treatments, gala nights, and all of the amenities, etc. that come with a luxury vacation aboard a luxurious ship. Our airfare was $753.

We would like to be compensated for the lack of empathy shown to us for this devastating experience. Again, we can never recoup what was lost when our only crime, if you will, was booking a flight with AA. We’ve suffered a great lost, not to mention the stress levels that were reached as a result of this debacle.

Thank you for your attention to this matter, and we look forward to hearing from you soon.

Vanessa Fox
2802 Keith Street
Temple Hills, MD 20748
vfox57@yahoo.com
240-472-4306
Advantage # 5E64C52

20

On Sunday March 24 both planes had issues, one from MLB the maintence did not remove something, plane came back to boarding and then was cancelled, being a diabetic an s on insulimpump, maintain is important. Was re scheduled on later flight to charl. Got there that plane was waiting on maintence, door was not working !, Really, what started out at a 1:41p.m. ended .@ 10:45 p.m. On dayton, ohio.
no stars !

20

If I could give 0 stars I would. Going to see our Sailor graduate. Our direct flight was cancelled and we had to get a connecting flight. Payless car rental through the AA website wanted to charge us $118.00 more from r arriving 4 hours early. Then on our 2nd flight my husband and myself were placed in 2 different rows. No problem as per customer service. Just tell them at the airport and they’ll change it. Get to Charlotte and they told us no! We have to fly out of one airport and return to a different one. Now we had to pay for car service instead of being able to take our car. So horrible!! I WILL NEVER FLY AMERICAN AGAIN

20

Got to my flight at 5 a.m. Told I could be bummed. Stayed they always over book. Did get on but satin seat 1 and literally froze. Got to Chicago got a w/c.the attendant grabbed the wrong suitcase which I didn't realize until I got to my gate.waited forever to get any assist. My bag was found and deliver with $300 missing. Who would go through personal items to find hidden valuables.? On the way back I had 3 hate changes. With just having foot surgery it made it very difficult. Besides that if it wasn't for me going up and questioning it many of us would of missed out flight. Not a frequent flyer so didn't even know they did this. I am finally thawed out from the trip back home. American airlines never again!!!!

20

I had a plastic jar of whipped hand exfoliate soap,That was very thick you turn it upside down and would not have poured out.Clearly not like a gel or liquid..They took it

20

I got removed from one flight, then scheduled on another one. That flight got grounded. So I have I to take a flight a day earlier than I planned, so I had to change my hotel reservations for a day earlier. I am out of an extra 129.00 because they were not able to find a flight for me that would get me where I needed to be on time. I made these reservations in January and they were changed 2 times within the last week. The agent was very pleasant and helpful though. I would like to be reimbursed the 129.00.

20

First of all we booked round trip air from Cleveland OH to San Juan Puerto Rico and paid over $1400.00 for 2 tickets. On our return flight home, the 2nd part of our trip (Miami to Cleveland on a Sunday night)) was cancelled due to high winds in Cleveland. I am not upset about the cancellation (weather). What really irks me is the lack of customer service at the Miami Airport for American. As soon as our flight was announced that it was cancelled, everyone went to the proper desk (to reschedule). We were about 9 or 10 in line... they were 2 agents working that desk at first, then one left and came back about 20 minutes later. People were very upset. We were told that NO flights were going out the next day and had to wait until Tuesday to get back home. That is still fine in my book... what really aggravated us was the lack of help with the employees. We were told that we could go downstairs and get our luggage. We did.. NO luggage. We were told that it is on it's way to Cleveland !! How could that be if nothing was going to Cleveland because of weather??? THen we were told if wanted our bags we would have to wait 6-8 hours for them. That is horrific customer service!!! We were also told we were confirmed on a flight home, but had to call the next day to rebook our flights. No one knew what the heck they were doing. The absolute worse part is that not one person offered to help get our bags. We know that they were still in the plane that wasn't going anywhere!!!! The employees were rude at best. No one smiled, apologized, or tried to help anyone!! Great customer service is NON_NEGOTIABLE... period!!! I really expected more from you, American Airlines!!!. I wanted to mention also that the flight attendants on our flight from San Juan to Miami were very rude as well. No greeting when boarding the aircraft, only a drink was offered, no snack. It was as if there were no one on board except them. They were busy chatting with each other the whole flight and not paying attention to their passengers. I book a lot of flights for employees all over the US... I will NEVER use American again!! How about a refund or partial refund American Airlines???????

20

My wife and I called to make a change to our car rental reservation and we spoke with a Lindsy A. who asked us to hold. Thinking we were on hold I began to talk to my wife about the $30.00 fee charged just to make a minor change to our reservation. Not knowing the repersentative was still listening in, she then butted in and stated if I wasn't professonial she would hang up or discontinue this call. I then told her I was talking to my wife and I'm not the one at work and she needs to be the professional, and she needs to monitor her tone when talking to a customer. I the asked to speak to her superior, and I was told that her superior would not take any calls. After taking our reservation change she hung up befor I could get any information to file my complaint.March 19, 2019 at 10:23 am time of the call.

20

I am 87 years old who enjoy reading the Washington Post Sunday newspaper. I used my AAdvantage miles to pay for an additional subscription. I am very disappointed that you put a restriction hidden in the small print. I am even more upset that after you took my miles, you are not going to refund me them even you are not providing the promised service, it is not only bad customer service but I believe deceiving business practices. I am demanding you that at the minimum you refund my miles so I can get another newspaper.
Ana Calderon

From: Subscriptions <subscriptions@discountednewspapers.com>
Sent: Monday, March 18, 2019 2:28 PM
To: lopezcesarg@hotmail.com
Subject: ORDER 9991217702

Dear Ms. Calderon,

You recently used your airline miles to place an order for the Washington Post newspaper. Unfortunately, per the Terms & Conditions of the airline website, the newspaper has rejected your subscription request. There are no renewals allowed, nor will the newspaper deliver multiple copies to the same address or deliver to customers who have previously used miles to start a new subscription.

If you wish, you can revisit the airline website where you placed your order to review the disclaimer at the top of the page. It states:

Only 1 order per address will be processed. Not valid with other discounts.
*Note: Airline mile awards are for new subscribers at a new address only.
Existing customers of this newspaper are not eligible. Miles cannot be refunded.

You may also re-visit the Terms & Conditions at the bottom of the page, which you accepted before placing your order. Per the airline policy, miles or points you redeem to obtain a subscription are non-refundable, and all redeem transactions are considered final.

If you have any further questions please contact the airline directly.

Sincerely,

Newspaper Subscription Services

Customer service Manager
Newspaper Subscription Services

20

First the rep at bdl refuse to check me in so I could board my 632am flight that was there for cancel y connect flight in Charolette nc that i arrived in time put me on stand by for 159pm fligt that did not exist an rep in Charolette booke me for 440 flight upon trying to return on 03/11/19 myflight for myself and husband total cancel we went to bury my husband brother total delayed on making funeral arrangementd to the 8 of march. Cancel re turn caused my self and husband to sit up all night due to fact no tranportation check out of hotel and turn in rental and sched 530 am flight that left at 523am and the last icing on the cake a dirty derrogztive remark regarding the weight oa bag she assume was mines

20

Paid for seat upgrade to include free beverages and meal, and somehow ended up in the back of the plane and separated from my husband. When asked what happened and if the agent could help, her response was quick, and quite rude, and said sorry, the plane is overbooked. She (Patricia, gate agent) did nothing to try and help nor did she look up the history to see if there was anything she could do to make it better. It was merely a 'matter of fact' to her. In my opinion, the gate agents need more customer service training, this isn't the first time that AA agents have been rude and show a lack of concern. However, I will praise the flight attendant (flight no. 2469) named Tammy (confirmation no. ITOPXL), she did 'everything' she could to have someone switch seats with us, unfortunately we still ended up in row 28, but we were seated together, thanks to her.

I would not only like my money back (we were charged $100.66/pp for seats that we did not occupy), but an apology. What a horrible long ride in the back of the plane. If this doesn't get resolved, we refuse to fly AA again.

Please also add my recent trip to my member no. 5RU72P0

20

My wife and I flew from PHX to MCO on flight 1984 on 3/13/19.. We requested a wheelchair for our arrival at MCO. When we deplaned the chair was waiting at the door of the aircraft but the attendant was not. My wife walked up the gateway where he was standing talking. He immediately ran down the gateway where I was setting in the wheelchair. He pushed me to the lobby area where he told us (and another woman in wheelchair) to wait which we did for about 15 minutes. When he returned he scanned our tickets. He ask if we had checked luggage and we told him no...only carry on.. We told him we needed to go to terminal B-1 between gates 35-38. He then pushed both wheelchairs to the baggage claim area which was in terminal B-2 where we again told him we needed to go to B-1 gates 35-38. He then pushed us outside of terminal B-2 at gate 22-23.which was totally deserted. We again told him where we needed to go,, gave him the off-site parking firms ticket with name address etc and yhen called the off-site parking shuttle and gave him our phone so they could tell him where to take us. .As he was talking on our phone to the parking shuttle agent we moved to a nearby bench. He finished the phone call, handed us the phone and said he was done. We sat there totally bewildered. We then started walked to where we could find an elevator to level 1 which was quite a distance. Te elevator let us out at about gate 24 of level 1. We then walked to gates 35-38 which took us about 30 minutes because we had to stop and rest frequently. When we arrived at the gates 35-38 the shuttle had all ready departed. We called them and they returned about 20 minutes later. I was totally exhausted and my replaced ankle, knee and both hips were killing me. Needless to say we were totally dismayed with your lack of service and probably will not utilize your poor service in the future. Carol & Robert Gunter

20

On March 12, 2019 my wife Kamilah Townsend (AA Frequent Flyer Number 9V04LJ6) was scheduled on AA flt 0012 from Jacksonville, Florida. For what ever reason, after a 6 hour delay the flight was ultimately cancelled. American Airlines provided her a hotel voucher to Tri Cove Inn as well as a round trip cab voucher. When Kamilah arrived at the Inn it was a very undesirable Motel which the desk clerk informed my wife that he had not seen the voucher before and they could not honor it. The single room he had available was for emergencies only and she could not have the room. Mind you it is after midnight. Because of extended call delays at American Airlines Customer Service, my wife and I decided to divide and conquer. She called the cab company back and I called to get in queue with the airline. The cab company said only the driver who dropped her off could honor the cab voucher and he was no longer available. Ultimately, we found what seemed to be the only room left in the city at a Hyatt 20 minutes away from her original drop off. She called Uber and made it safely to her hotel shortly after 1am. Mind you, her flight was scheduled to leave at 7pm EST. Making for a very long, stressful, scary and chaotic day.

I received a call back from AA at 11:58 CST. Apparently the Reservation Center called me back. I began explaining the turn of events to the Rep and immediately she had no empathy. The Rep told me she was with Reservations and I would need to call another number for complaints. I explained that it took 2 hours to get through to her and all I wanted was to get the matter noted on my wife's acct if possible for tracking. The young lady continued on with a very rude rant so I then said, I can imagine you all are swamped due to cancellations and other things and I don't want to make this your fault so please forward me to a supervisor. Se laughed and said she needed my record number which I offered. She said she could not hear me and I would need to repeat it again so I did. Again, she said I cant hear you and if you don't speak up I will have to disconnect the call. Now I am agitated. I repeated the record locator again using alphaphonetics. This time she heard me. I said young lady I know what you tried to do just now which was find a reason to avoid the call transfer. She asked for the travels name then mine. Then she said had I shut up and quit talking this could have been handled differently. At that time she placed me on hold until a manager got on the line. The time stamp of this call was 12:02am CST. The manager was a great ambassador for American Airlines, she was empathetic, sincere and very apologetic. She confirmed my wife was scheduled for the 9am flight on March, 13 and she instructed me to follow these escalation procedures to ensure this matter is addressed appropriately and the Rep who was extremely rude be addressed accordingly.

My wife and I travel on AA at least every other week for leisure or business and never have we experienced this kind of mistreatment. From being sent to a nasty Inn in a horrible part of town with no rooms available, to the cab voucher that was worthless and had we not had resources, my wife would have been stranded and possibly victimized. Followed by a degrading and disrespectful customer service experience. I (we) need something to be done because we trust that American Airlines is better than this. At minimum we should receive reimbursement of the hotel and Uber fee too include Points of something added to my wife's frequent flyer acct (9V04LJ6) to compensate for this horrible experience. I know what ever ultimately happens to the young call rep who spoke with me will not be disclosed to me. However I expect that the call be reviewed and something be done to curb this behavior going forward.

Please contact me direct for any further questions.

LaPrie Townsend
(214)205-0966 direct
laprie.townsend@gmail.com

20

Boarding our plain when they stopped it because the pilot had too many hours on ! Delayed on our vacation do to poor management!

20

We were told our son would be able to check his luggage straight thru from Green Bay to Fiji as long as he booked all through American Airlines. Well they lied and he had to get his luggage at LAX and try to recheck. He missed the time to check it by 2 minutes and they wouldn’t take it. With only 1 flight a day, he had to stay over in LA. They made us buy him a new ticket, which cost as much as the original round trip ticket, even though they ASSURED us this would work fine when we booked it. I have send numerous complaints only to be told that Fiji Airlines is only a codeshare so it wasn’t able to check through.
If they would have told me that when I booked it, I would of left enough time in between flights. I only booked the flights I did because AA confirmed they would send luggage straight through.
AA refuses to do anything except tell me too bad. I am out $1400 because of there customer service.

20

I was online yesterday to get tickets for a trip I wanted to make in May. I then purchased what I thought was round trip tickets to Colorado Springs and back to Indianapolis for $364.00 along with an insurance policy. I was then told that my itinerary would be emailed to me within 3 hours. It was not when I called today I was told I did not get my flight. I then said I wanted my money back and that I would not purchase tickets for the same flight for over $400.00 without getting my 364.00 back. See the attached jpg showing the still pending charge. Until you release my money I cannot afford to buy tickets please either give me my reservation or my money.

Barbara C Claypool
317.432.1276

20

Discriminators ;
Hispano , mayor de dead , valva y canello largo ,pier negra ;
ERAN 4 Hempleados para tomar deciciones , solo 1 decidio,

EL TAMANO DE LA MALETA MUY GANDE , SINO HACE YO DIGO NO TE VAS EN ESTE VUELO “ 02 mar , pnr JAITH — VETERANO % DESAVILITADO , RETIRADO FUERSA AEREA US , QUE NO ALLA MAS DISCRIMEN CONTRA PERSONAS EN DESVENTAJAS O VETERANOS
POR FAVOR PODO ACCION .

20

I sent a refund complaint 2 weeks ago and a formal complaint 1 week ago and no one has had the courtesy to call me back regarding this. I am extremely upset regarding the experience I had to endure being a handicapped person flying alone.

My name is Barbara-Ann Garaventa (910) 491-8782. The following is a response to the complaint letter 1 week ago.
Your Reference number to this request: 1-28162085175.

I would appreciate someone getting back to me regarding this matter.

20

I called AA customer service department about an issue. After finally getting to customer service through a dozen menu items, I hear a recording: "our office is closed, call back during business hours" and then hangs up on you. It was 8:30 CST and there is no mention of their business hours. Just think, this is the customer service department!.

100

i was left unatended by a counter person in the middel of the walk way.my wife had to push me halfway accross the airport her self. our gate was changed 5 times while we waited for a flight. we got home a day late because of it,,'and at our flight from mobile;al. we had to wait at the airport 17 hrs before we could get signed in ...if you want the whole story ;please call me at 610-554-6253 ken zemencsik.theres just to much to type for me.thank you.

20

I booked a flight with a connecting flight to my final destination. The first flight was fine but my connecting flight was delayed 7 times in 5.25 hrs and it left me in the airport overnight and no compensation was offered. My flight was supposed to leave at 8:24 pm and after 7 DELAYS I found myself at the airport at 1AM with a trip to Universal for that day ruined! So not only was I stressed out but my daughter had to pick me up at 3:45am and I lost more that $100.00 worth of my Universal Studios ticket because we did not get to go until late in the afternoon since we were so tired and were supposed to be driving to Orlando on Friday, but instead we had to get some sleep! This was only a short 3 day trip that I only got to enjoy two days with my daughter and only two days at Universal! They NEVER explained why … they just kept saying they were waiting for maintenance and then at 11pm they said they were calling in another crew? They once we boarded we had another 40 min worth of navigation technical delay??? REALLY ? I think you owe me a vacation or at least another flight? Debra Pimental / identityoperations@yahoo.com / AA# 1XC82W2 / 843-251-7864. I left a call back on a 800# and they just called but the press #1 when I was on the line didn't work so they disconnected. Great customer service?!

20

MY FLIGHT WAS DELAYED 11 HOURS, I MISSED TWO DAYS OF WORK. MY FLIGHT WAS SUPPOSED TO LEAVE LAX AT 2:05PM AND DID NOT LEAVE UNTIL 1:10 AM. WE DIDN'T GET HOME UNTIL 6AM THE NEXT DAY. NONE OF THE AA EMPLOYEES HAD NO REASONABLE EXPLANATION ON WHY THE TIME KEPT GETTING PUSHED BACK TIME AND TIME AGAIN THROUGH THE ENTIRE DAY AND NIGHT. THEY WOULD NOT GIVE ME A FOOD VOUCHER FOR THE EXTREMELY LONG WAIT. I SPENT $65 IN FOOD. I AM LOOKING FOR FINANCIAL COMPENSATION AND A FIRST CLASS TICKET TO A DESTINATION OF OUR CHOICE. MY NAME IS CHRISTOPHER PERRY AND MY FIANCE NINA HART. DAY OF TRAVEL WAS 2/18/2019 THRU 2/19/2019 FROM LOS ANGELES TO PHILADELPHIA, PA. MY FLIGHT NO# IS 744. MY PHONE NUMBER IS 3473958659 AND EMAIL IS CHRISTOPHERCEP@MSN.COM

20

My wife was scheduled out of MLI to ORD and then to ORF this morning on the 0608 flight. No crew arrived as they needed crew rest and did not call to tell the AA ticket counter until 6:00am. My wife then missed her connecting flight from ORD to ORF and was rebooked on a flight after noon that resulted in a 5 hr layover in ORD. Now her flight 3297 to ORF is delayed over an hour. This is utterly ridiculous. Instead of being in ORD for her work by early afternoon she now is scheduled to arrive after 10:00pm. You guys need to exercise much more - MUCH MORE - control over your feeder airlines. This is totally unacceptable and the worst part is it is more and more standard. The only airline I trust in the US is Delta. Good equipment, great people and they fly on time - anywhere. Get hot and get back to flying that can be counted on and trusted. I will never book with AA unless I have no other choice. What a compliment to and for you. Two huge thumbs down. I gave you the worst ranking available when I signed in.

20

Tuesday, February 5, 2019..American # 3103 Operated by Sky West Airlines..as American Eagle..PSP to Phoenix to Philadelphia

When we arrived at the airport, we were told by a tall white haired lady "supervisor", who said, we were two minutes late..and we would not be able to fly that day..We had bought 1st class tickets, for a "treat" and because of recent health issues I had....I believe it was the first time, we had bought 1st class seats..We were stunned..and said, we never had this issue before..as we fly at least 3 or more times from PSP to Philadelphia..each year..She told us, that the TSA did not have time to check our bag..and more over did not have any tickets available until Thursday..then she said.."People like you, really ruin my day.. I get people that do not know the new time frame for being at the airport..With no other options..my husband, stayed with the bags, as I ran for the plane..I fell in running and was helped by the TSA..who said, "Miss, you have plenty of time..you will make the plane..we have at least another 15 minutes before take-off..I asked if they could help get my husband on the plane but they were more interested in helping me, off the ground....Then I went to the gate, and a VERY nice 21 year old man, who had told everyone he was 21 that day..said, Oh, there must be mistake..I can help you..Well, he called..and got the same woman, who again identified herself as the "supervisor" and she was NOT changing her ruling..He apologized..again..and said, we have many people that come a few minutes late everyday..and we never stop them from getting on the plane..especially since they bought 1st class from Phoenix to Philadelphia..Then I walk to see, at least 40-50 bags not yet loaded on the plane..so when I get inside, I ask the stewardess, can she help me..since there seems to be plenty time for my husband to board..She said, absolutely..this is really bizarre..So she tries..and again. the supervisor tells her NO..Off we go to Phoenix..I am upset..but when I get to Phoenix, because of my inability to walk long distances, I reach out for a red jitney who takes me to where I should board the plane to Philadelphia..I asked this man, where would I go, if I had to complain..He said,well it is right across from your gate..it is our custom service..

I am greeted by a man who identifies himself as legally blind. He was kind..but could NOT read the information in front of him..Another custom service lady, who was seated next to him, came over to help him..when he asked her to read the small print..on a chart or something..He said, they gave me a big screen to help me do my job..but the printed material is too small for me to read..The woman, was less then enthusiastic to help him,,and I said to her.."You know, he is blind..could you not give him a little help so he can do his job ?? Since, I lost my sight briefly, due to a unexpected illness, I was annoyed at her lack of hello him.. She clearly was embarrassed...and returned to help him..With that, The blind man said, I am going to contact a supervisor..this is so wrong..and I want to make sure, you get some help..I was so concerned that with my walking issues and my husband who will be 80, and had a knee replacement, would not be able to catch the next flight that is always so tight, typically only 45 minutes between our landing and catching the next flight, I booked a later flight..to give us time to get to the next flight..with no issues..The supervisor came out in about 10-15 minutes and was MORE then KIND..She was stunned also by the actions of "the supervisor at the ticket counter, and said, PSP is such a small airport..what was she thinking..I do not know her name..but she was reassuring..had my husband cleared for another flight that day..and took special interest in getting him on board..as well..Although we have both had unexpected health issues, since Thanksgiving, I wanted to assure a nice flight for 1st class..and it turned into a nightmare..We are gold members of AA..We ONLY fly American..either PSP through Dallas to Philadelphia..OR..PSP through Phoenix to Philadelphia..We are totally disappointed in the ticket "supervisor" in Palm Springs..and the co worker of the blind man in Phoenix..I look forward to some adjustment on our tickets..since they were not able to give my husband a 1st class seat..as they did not have any more and we paid for 1st class.... The "supervisor at the PS ticket counter, should NOT be a ticket agent..and the blind man needs equipment he can use, to work and represent AA as it should be..I do believe AA should offer some sort of free 1st class tickets...and certainly give us the difference of cash for the 1st class ticket we paid for, but only used a coach ticket.. Sincerely, Carol Jelus.. 267-307-7410...pcjelus@aol.com

20

On January 31, 2019, we left Cleveland Ohio at 6:17 a.m. headed to Las Vegas. We had a short layover in Washington DC. Arrived 10 minutes early in Washington sat on the tarmac for 20 minutes because of a disabled plane got on the shuttle to one terminal had to take a second shuttle to a second terminal only to find our plane had already departed. Spoke with an American representative to find out that they wanted to send us back to Philadelphia PA to go to Vegas putting us on a flight to arrive in Vegas at 11:59 p.m. we ended up speaking with the second representative who did everything she could to get us to Vegas as soon as possible even speaking with the back office. She was able to get us on the flight to land in Vegas at 8:30 p.m. connecting through Dallas-Fort Worth. We ended up in the last row 36 of the plane after paying for seats in the front of the plane in our original flight. We used our advantage card to pay for the flight which was higher than any flight that we have ever purchased. One of the perks of our advantage card is to have priority boarding however we did not receive priority boarding we were in group 5. We ended up missing a rehearsal dinner and almost missed the wedding. We are extremely dissatisfied with American Airlines service and are contemplating closing our card and never flying American Airlines again. We ended up paying over $1000 even after using my husbands mileage for our two tickets.

20

I have no complaint regarding service during a flight. However, I attempted to book a flight from Columbia SC to Frankfurt Germany and use my accumulated air miles for an upgrade. I have roughly 187,000 miles which I have accumulated over a number of years. I communicated with a "gentleman" who indicated that he was the person with whom to speak regarding the booking of the flight. However, once I mentioned that I wanted to use air miles for an upgrade to business class (I have every intention of purchasing the ticket) and how many miles I have accumulated, matters became very strange and I have been getting a run-around without accomplishing anything at all. If you could be of assistance, I would very much appreciate it. Thank you.

20

On January 26th at 6:30 am, we were scheduled to fly from Milwaukee, Wi. to Chicago to Aruba.
On January 26th at 12:00 midnight, we received a automated phone call informing us we would be flying from Milwaukee, Wi to Charlotte NC to Aruba.
On January 26th after boarding our flight to Charlotte the plane experienced mechanical problems. we were returned to the terminal and taken off the plane.
on January 26th we were rerouted from Milwaukee to Dallas to Aruba. We asked about our luggage and were told no problem, our luggage would be with us to Aruba.
On arriving in Aruba 4 hours later than planned our luggage was still in Milwaukee. We were told it would arrive January 27 at 4:00 pm. It arrived at 5:30pm.
The results of this confusion is that we lost 2 days of our vacation.
January 26th we found our car rental was closed. We spent $31.00 on a cab to the resort.
January 27 we called the car rental and were told they gave away our car but would have one for us on January 28 at 2:00 pm
January 27 was spent in winter clothes in Aruba looking to purchase swimming suits and shorts and shirts(no swimming, no walking just stayed in our air conditioned room when not shopping for clothes within walking distance of our resort.We spent $248.00 on clothes we didn't need or want.
January 28 we missed our scheduled excursion because we were busy picking up the car we were too late to pick up on January 26. We spent $ 45.00 for a cab to get to the car rental place.
January 28 2:30 pm our expensive vacation begins 2 days late.

Now I understand scheduling and mechanical difficulties. I certainly would not want to fly in a plane with issues. My issue is with the logistics of losing luggage for 24 hours and the inconvenience and expense of losing luggage and missing prearranged plans. At the very least I expect to be reimbursed for my added expenses, just as other airlines policies. Southwest airlines lost the luggage of a woman at the resort, they reimbursed her 100%for clothes and necessities. Are you willing to step up and make things right?

Nancy Arnold
3048 Nagawicka Ave.
Delafield, Wi 53018
262-719-5382

40

On January 15, 2019, I flew American Airlines Flight #660 to Phoenix Az. from Philadelphia International Airport the flight was wonderful I was excited about reaching my Mothers home in Tucson Az. for Her 70th Birthday our connecting flight was to depart at 7:53 pm which would have gotten us there at 8:39 pm but instead the connecting flight was delayed then the flight was changed as well as the gate number this flight didn't
board until 8:30 pm which landed in Tucson around 9:15 pm this caused us to miss our dinner reservations, secondly my luggage was put on a separate flight from the one that I was on this flight was not due in until Wednesday, January 16, 2019, at 11:00 am this created a major problem for my fiance` and myself. My asthma medication was in my luggage I am on maintenance medication I need to use my inhaler twice a day
so that I can manage my asthma symptom this was very unnerving also my fiance` and I had to purchase toiletries and sleep ware for the night.
I really enjoy flying American Airlines but with this being the second incident in a years time the inconvenience is very disturbing, please rectify the situation and keep me as a loyal American Airline Advantage Member.

Sincerely
Leander C. Berry Sr.
(267)235-2407
damourberry05@yahoo.com.

20

My name is Felix Alicea. I am an active duty and I am submitting a complaint on one of the your employees at the San Antonio Airport agent counter this morning at 0315 am, 2 February 2019. I was trying to bring my hockey stick on board with me when the agent told me that I could not bring that on the aircraft (Flight AA1052). I informed the agent that TSA regulations told me that I could bring this on the plane. The agent told me that I could not bring that on the plane. I went to one of the TSA agents that told me that I can check the item and that they could check it on the plane. The TSA agent showed me the regulation and stated that the agent should have provided courteous service and should have never acted in a way especially if you showed him that you're active duty.

Also, when checking the item, I did not receive any polite service from the 5'6 Hispanic agent, black hair, glasses that when I asked her how to check the item, she was very rude in her attitude with me and did not want to assist me with the checking until I informed her that I need assistance.

After getting my baggage checked, my stick of item was lost at the time when I connected with another flight from Charlotte to Richmond, VA (AA 248). The baggage clerk informed me that it was on another flight that would come later in the airport. She listed to me and said it was wrong how the agents in San Antonio acted. I can believe that these people don't provide customer service and their attitude seemed to be inappropriate toward active duty service members. I frequently fly American Airlines and I felt very bothered by the conduct of these agents. I will inform the military about the attitude of your employees at this station and that they take their personal actions towards people. I am very disatisfied by their attitude and conduct. I believe that my baggage did get screwed up (RICAA0002736084) and that I believe that these agents did this action against me. I am very disatified by this service especially as an active duty service member and a constant user of your airlines. Either the personnel have attitude problems with certain people of race, or just don't like active duty service members.

20

Tried to check in 48 hours to try and book seats. Could not. Got through this morning and checked in and were given assigned seats. Was disappointed about the seating arrangements. My husband and I always sit together do not like the fact I am travelling 4 hrs and hes on one end of the plane and I on the other. Other airlines at least designate seats for you (and they are economy) together. You think, which I am sure the other airlines do, that if you are under the recorder location YUAGCF that they know you are travelling together that they would seat you together? Disappointed and also other airlines do have check bag that you can do online. You do not. And was using economy for the other airlines too. If you are going to use that excuse. Seating should be looked at if you are assigning. Should not be a penalty if you do not have the AAdvantage card? tks Faye Zayonc

20

My name is Alexis Alvarez I am very upset and annoyed with American Airlines , on January 27 on flight 310 from Miami to Cuba, my wife grandmother traveled, she is 92 years old so we always ask for a wheelchair , the chair service in Miami was delayed an hour and when she arrived in Cuba they made her walk from the plane until she left by the exit door, she never received the chair service in Cuba, that lady needed medical attention when she left from the airport because to have high blood pressure ,joint pains and severe headache , that is irresponsibility of the airline since she is a very old person and that service is requested for her medical problems , the airline has to take responsible for the health of that old woman

20

My wife and I booked a flight with united to Kalamazoo and got there ok , then we was to fly out Monday Jan.28 and it was canceled then canceled again so they booked us with American airlines for Jan.29 and we got to the airport and checked our bags in then and hr and 1/2 we were told our flight was canceled again then they put us again on a flight for Jan. 30 and it was canceled when we got to the airport so I asked them do they have anything out of Detroit so they got us on a flight that day how ever it took 6 trips to the airport and a long trip to Detroit and two more days to pay for my car at the airport in ONT. CA. and all these cancellations I never got a notice on my phone and I did checked on the computer for up dates before I left so I feel you all dropped the ball on this trip for we do travel a lot and hope communications get better with the customers . code=WLWSQL

100

I (Sharon Linville) booked a flight through Expedia from Springfield,MO to Medellin, Colombia on November 19, 2018 ticket #0457223862503, to be with our daughter, who had been diagnosed with Stage 3 breast cancer, and was in Medellin alone. Due to a delay in my husband's passport I called the airline reservations direct and he was booked on same flight Eticket LA045-72696142 32-33. This flight was perfect!!! After arriving in Medellin, during routine heart tests for giving chemotherapy our daughter was diagnosed in heart failure and needed open heart surgery. All medical procedures required payment up front and she had no insurance. We had money for chemo treatment, but then had to spend it for her open heart surgery. After heart surgery was completed and our granddaughter came from U.S. to be with her, we started trying on Dec. 12 to book flight back to Springfield, MO to sell our truck and camper to provide funds for her to start chemo a month or six weeks after heart surgery. We had so much difficulty trying to change our return flight, we had another daughter in the U.S. call american airlines for assistance. They told her that change would need to be made with Latam Airlines in Medellin as that is where return flight would originate from. She tried talking with Latam several times and I emailed with them several times, but by Dec. 15, we could not received anything from anyone. Finally, my daughter in states contacted my husband's booking agent, Ivy Thomas, and she booked us on flight on Dec. 18,th, flight AA924 to Miami AA2700 to Charlotte, AA3868 to Springfield,mO and told it had to be confirmed immediately to get the flight, which my daughter did because she could not reach us in Medellin.

Our ticket prices were Sharon 1037.83 (including a 8.40 booking fee and 63.00 flight protection plan.) Larry 1089.53 plus 209.35 agent fee.
RETURN FLIGHT was 945.76 plus 526.50 plus 325.50. We felt we were taken advantage of on our return flight as we could have booked a one-way flight from Medellin to Springield, MO for $510.00 for each of us on that same date. If you need further information, please advise. If you can assist us in reimbursing us in some manner, we would appreciate it. We felt American Airlines did very little to help us economically change the return flight
Sharon Linville 417 848-4091.

20

I was on a return flight on Thursday 24,2019 out of Cleveland, Ohio flight AA5358. While in the boarding area before the flight, two service men with their dogs entered the area and sat. I thanked them both for their service to our country. They were members of SOWW from Myrtle Beach, South Carolina. The military dogs were well behaved.

When boarding started you could tell there was an issue, two others passengers and I were very aware of some confrontation going on. One soldier was refused boarding. So as follows:

1. military with dogs who fought for our country.
2. empty seats on the plane
3. one passenger gave up her first class seat for one of these men.
4. female attended made it clear she was afraid of the dogs
5. one soldier was left behind
6. pilot tried to get the other soldier on the flight and gatekeeper said no.
7. read about gatekeepers and not sure how it applied.
8. I want to know how an airline can refuse a military personal a seat that they had tickets for.
9. I am looking for an answer .

Sincerely
Maryann McNeish

mpetell@yahoo.com

20

Dear/sir/Madam,
My name is Chinnu vazha Joseph. I am writing this e-mail because I had a bad experience from American air line on 1/23/19. I am supposed to travel from JFK to BFL via Phoenix and Upon arrival in JFK I came to know that the flight AA 1587 will be departing late and I may not be able to get my connection flight from phoenix to Bakersfield (AA3010).Then I approached the enquiry and they said I can only travel from Phoenix to Bakersfield on 1/24/19 @1056 and I have to wait at Phoenix airport from 2115 till 1056(1/24/19). Then I asked whether I will be able to get a hotel room the clerk said ,no you have to get your on. I am a 62 years old lady with h/o diabetes on insulin, how can I sit at the airport Almost 14hrs?. The clerk issued a boarding pass for Bakersfield from Phoenix (AA5846) for 1/24/19 @1056 without answering anything. Then I approached another clerk and asked Is there any alternative way I can go home. Then she said one available for LAX and my two already checked baggage will go to Bakersfield and will reach on 1/24/19. Also she issued boarding pass from JFK to LAX (AA 302). I traveled from JFK to LAX and from LAX to Bakersfield I took a taxi and spend almost $75 and a 2hrs and 30minutes.Now again I went to Bakersfield airport on 1/24/19 two times to get my baggage and they said it is in LAX . I requested the staff to get my baggage from LAX to Bakersfield and she said she will try and it may get by tonight or may be Tomorrow. I am still waiting to get my baggage.

Now my concern is why I have to go through all these hassle?. What compensation are you going to give me for these suffering?. I truly think I have to get a complementary ticket From BFL to JFK to use anytime this year by AA . I am patiently waiting for your reply and my 2 piece baggage which i paid and checked in from JFK.

Sincerely,
Chinnu Joseph

20

My recent flight on Wed. Jan9th Nonstop from Mia to EGE my luggage was misplaced and didn't make the flight.Myself and 4 other friends were on a 3 day ski trip. We filled out all the necessary forms and explained to the agent that it was imperative that we get the luggage the same day because all of our ski needs were in that specific luggage. When we called to see why our luggage didn't make it the used the excuse that it was related to weight, fuel and head winds. The truth is that it was a half full nonstop flight that we checked in over 11/2 hrs in advance. We found at least 4 flights that could have easily gotten our luggage to us the same day but instead was delivered on the next day nonstop out of Miami. we didn't get our luggage until 12:30 and by the time we drove back to Vail and got our skiis we missed out on the entire day of skiing. I feel this whole situation was handled with neglect when it could have been handled much more efficiently. Your agents we spoke to were even embarassed by some of their answers that were read off a standard reply. I have been a advantage member for many years and this is the first example of total incompetence that I have experienced. This is the first such complaint that I have ever reported but the handling of the whole situation was extremely frustrating. I am anxiously waiting for a response!!!

20

I was on Flight 5880, flying First Class from Houston, Texas to Ontario, California, via Dallas/Fort Worth. My request for a wheelchair was on my flight reservations. When we got to Dallas/Fort Worth, I was detained on the airplane for about 1/2 hour waiting for a wheelchair. The crew made numerous callas as they had to remain on the aircraft until I was off, as you know.

When the wheelchair finally arrived, he took me into the terminal and that is where we stopped while he was trying to get someone to take me to Gate 26C. Finally they put me on a cart and the guy took me to the down to an elevator away from where we should have been going. Anyway, he stopped at the elevator and said follow me. I said I need a wheelchair. He said oh sit there and left. A woman came who obviously knew what was happening as she said I will see what I can do. I must have sat there for about 15 minutes and finally someone took me to the train and knew where we were to go. I was the last person to board my flight and almost missed it.

I must say this was the first flight I had made first class and the first trip down from Ontario was great, but the return flight was terrible. I was treated better on an economy class flight. I am 83 years old and this was my first, first class flight. I am really disappointed with American Airlines.My number is 951-410-5248, in case you would like to respond.

20

I am medical doctor and an American Air lines frequent flyer on international routes particularly to India. i buy frequent flyer miles often.More recently I am having difficulty booking international Bussiness class or first class. When I want to book First class, the only choice I have is British Airways who charges >$560 above the 115,000 miles given each way for first class, this also I rarely get direct flights from DFW, they route it through different airports that too only one segment in First class ans the segment from london to Hyderabad only Bussiness class ,but takes full first class miles.

WhenI book on Qatar First class I never got first class availability, only bussiness class, rarely do I get a direct flight to doha from DFW. It is usually routed through other airports.
You encourage flyers in buying frequent flyer miles, but provide no availability of direct flights on international routes and poor availability of first class for the full journey. Are you going to provide some answers to this problem? Without answers to the problem I am afraid that you will loose some of the loyal frequent flyers like myself. Thank you for listening and hope you will rectify the problem soon.
S. Prasad,

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